Bilingual Patient Services Representative

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

📋 Description

• Manage incoming patient calls, messages, appointment requests, callbacks, and general non-clinical inquiries.

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

• Conduct 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 inquiries to licensed staff.

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

• Execute approved outreach activities related to Medicare, MIPS, HEDIS, and other patient engagement efforts.

• Communicate effectively and patiently with patients, including elderly individuals.

• 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 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 doctor's office, clinic, healthcare contact center, insurance office, scheduling operation, or similar patient-support setting.

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

• Exceptional attention to detail and strong data entry skills.

• Excellent organizational skills and follow-through capabilities.

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

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

• Consistent attendance and strong adherence to schedules.

• A dedicated, quiet, and secure work-from-home environment 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 monitor setup.

• Experience in healthcare scheduling, insurance verification or prior authorization, Medicare or Annual Wellness Visit outreach, MIPS or HEDIS workflows, medical front desk operations, patient access, referrals, or back-office support is preferred.

• Familiarity with an EMR/EHR and contact-center telephony platforms is preferred.

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

• All resumes must be submitted in English.

• Strong written and verbal communication skills in English are essential.

🏝️ Benefits

• Company equipment will be provided.

• Paid weekly in arrears.

• 40 hours of work per week.

• Weekends off.

• Fully remote; work from home in Mexico.