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.

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

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

• Adhere to approved scripts for results-call workflows and direct clinical questions to licensed staff.

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

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

• Engage with patients clearly and patiently, including older adults who may require additional clarification or repetition.

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

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

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

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

• Exceptional attention to detail and strong data entry capabilities.

• Excellent organizational skills and follow-through.

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

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

• Dependable attendance and solid schedule adherence.

• A dedicated, quiet, secure work-from-home environment suitable for handling 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 monitor setup.

• Strong written and verbal communication skills in English.

• All resumes must be submitted in English.

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

• Preferred: background in insurance verification or prior authorization.

• Preferred: experience with Medicare or Annual Wellness Visit outreach.

• Preferred: familiarity with MIPS or HEDIS workflows.

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

• Preferred: experience with EMR/EHR systems and contact-center telephony platforms.

• Knowledge of Aprima or Intermedia/Elevate is a plus, but not mandatory.

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

🏝️ Benefits

• Company equipment will be provided.

• Paid weekly in arrears.

• Weekends off.

• Fully remote work from home in Mexico.