Bilingual Patient Services Representative

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

📋 Description

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

• Schedule, reschedule, confirm, and cancel appointments in accordance with established provider and workflow protocols.

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

• Adhere to approved 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 Medicare, MIPS, HEDIS, and other patient outreach initiatives.

• Communicate effectively and patiently with patients, particularly older adults who may need additional explanations, repetitions, or a slower speaking pace.

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

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

• Maintain attendance, schedule adherence, productivity, quality, and patient experience standards.

⛳️ Requirements

• Proficient in both spoken and written English and Spanish.

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

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

• Strong attention to detail and proficient data entry skills.

• Excellent organizational skills and ability to follow through.

• Capacity to learn and consistently follow scripts, standard operating procedures (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 schedule.

• A dedicated, quiet, and secure work-from-home setup suitable for managing confidential patient information.

• An alternate location available in case of home internet or power outages.

• 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.

• Familiarity with an EMR/EHR system and contact-center telephony platform.

• Experience with Aprima or Intermedia/Elevate is preferable but not mandatory.

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

• Preferred experience in insurance verification or prior authorization.

• Preferred experience in Medicare or Annual Wellness Visit outreach.

• Preferred experience in MIPS or HEDIS workflows.

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

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

🏝️ Benefits

• Company equipment will be provided.

• Weekends off.

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.