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 non-clinical inquiries.

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

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

• Adhere to established scripts for results-call procedures 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.

• Communicate effectively and patiently with patients, particularly older adults.

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

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

• Uphold attendance, schedule compliance, productivity, quality, and patient experience standards.

⛳️ Requirements

• Proficient in both spoken and written English and Spanish.

• Minimum of 6 months of customer service experience in a medical 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.

• High attention to detail and precise data entry capabilities.

• Exceptional organizational skills and follow-through.

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

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

• Dependable attendance and strong adherence to scheduling.

• A dedicated, quiet, and secure home work environment suitable for handling sensitive patient information.

• An alternative location available to use in the event of a home internet or power failure.

• 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.

• This position requires strong written and verbal communication skills in English.

• All resumes must be submitted in English.

• Experience with Aprima or Intermedia/Elevate is an advantage, though not mandatory.

🏝️ Benefits

• Company equipment will be provided.

• Paid weekly in arrears.

• Weekends off.

• Fully remote work from home.

• 40 hours per week.