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 non-clinical inquiries.

• Schedule, reschedule, confirm, and cancel appointments according to established provider and workflow protocols.

• Make outbound calls for appointment follow-ups, Annual Wellness Visits, new initiatives, canceled or unconfirmed appointments, website inquiries, and other approved patient-engagement activities.

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

• Assist with insurance verification and prior authorization processes within the assigned scope of work.

• Conduct approved outreach activities related to Medicare, MIPS, HEDIS, and other patient engagement initiatives.

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

• Accurately log calls, patient interactions, appointment details, outcomes, messages, and follow-up requirements in the relevant systems.

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

• Maintain strong attendance, adherence to schedules, productivity, quality, and patient-experience standards.

⛳️ Requirements

• Proficient in both spoken and written English and Spanish.

• A minimum of 6 months of 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 outbound follow-ups in a structured environment.

• Strong attention to detail and precise data entry capabilities.

• Excellent organizational skills and 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 scheduling.

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

• An alternative 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.

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

• Preferred: Familiarity with insurance verification or prior authorization.

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

• Preferred: Knowledge of MIPS or HEDIS workflows.

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

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

• Familiarity with Aprima or Intermedia/Elevate is a bonus but not mandatory.

• Preferred: Experience in identifying patient-access barriers and proposing practical workflow improvements.

• Strong written and verbal communication skills in English.

• All resumes must be submitted in English.

🏝️ Benefits

• Company equipment will be provided.

• Paid weekly in arrears.

• 40 hours of work per week.

• Monday to Friday schedule.

• Weekends off.

• Fully remote; work from home in Mexico.