Bilingual Patient Services Representative

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Manage incoming patient calls, messages, appointment requests, callbacks, and general nonclinical inquiries.

• Arrange, modify, confirm, and cancel appointments in accordance with provider and workflow protocols.

• Conduct outbound calls for appointment follow-ups, Annual Wellness Visits, new initiatives, canceled or unconfirmed appointments, website requests, and sanctioned patient-engagement campaigns.

• Adhere to established scripts for results-call workflows and direct clinical inquiries to licensed personnel.

• Assist with insurance verification and prior-authorization processes within the designated scope.

• Execute approved outreach activities for Medicare, MIPS, HEDIS, and other patient engagement initiatives.

• Clearly and patiently communicate with patients, especially older adults.

• Record calls, patient interactions, appointment details, outcomes, messages, and follow-up actions in the appropriate systems.

• Relay patient needs, scheduling issues, escalations, and unresolved matters to office staff.

• Uphold attendance, scheduling adherence, productivity, quality, and patient-experience standards.

⛳️ Requirements

• Proficient in English and Spanish, both spoken and written.

• Minimum of 6 months of customer service experience in a physician's office, clinic, healthcare contact center, insurance office, scheduling operation, or a similar patient-support setting.

• Experience managing inbound calls and outbound follow-ups in a structured setting.

• Strong attention to detail and precise data entry capabilities.

• Excellent organizational skills and ability to follow through.

• Capability to learn and consistently adhere to scripts, SOPs, workflows, escalation protocols, and documentation standards.

• Ability to multitask across phone systems, electronic medical records, online requests, and internal communications.

• Dependable attendance and strong adherence to schedules.

• A dedicated, quiet, secure work-from-home environment appropriate for handling confidential patient information.

• A secondary location available in case of home internet or power interruptions.

• Reliable high-speed Ethernet connection with a minimum download speed of 25-30 Mbps.

• Professional wired USB headset.

• Web-enabled camera and microphone.

• Active email account.

• Dual monitors.

• Preferred experience in healthcare scheduling across various providers, clinics, or appointment types.

• Preferred experience in insurance verification or prior authorization.

• Preferred experience with Medicare or Annual Wellness Visit outreach.

• Preferred experience with MIPS or HEDIS workflows.

• Preferred background in medical front desk, patient access, referrals, or back-office support.

• Preferred experience with an EMR/EHR and contact-center telephony platform.

• Experience with Aprima or Intermedia/Elevate is a plus, but not mandatory.

• Preferred experience in identifying patient-access barriers and proposing practical workflow enhancements.

• Strong written and verbal communication skills in English.

• Resumes must be submitted in English.

🏝️ Benefits

• Company-provided equipment.

• Weekly payments in arrears.

• Full-time hours at 40 hours per week.

• Monday through Friday schedule.

• Weekends off.

• Fully remote work from home in Mexico.