Medical Clinic Call Center and Triage Coordinator, Bilingual

This is a fully remote position, open to applicants in Nicaragua, +5 more countries.

📋 Description

• Oversee high-volume incoming and outgoing communications with patients.

• Manage patient scheduling, confirm appointments, handle rescheduling, and address general practice inquiries.

• Confirm insurance eligibility, benefits, and coverage in real-time prior to appointments.

• Process incoming patient referrals and reach out to convert these referrals into scheduled appointments.

• Collect pertinent details, assess urgency, and direct inquiries to physicians, nurses, billing, or scheduling departments.

• Schedule, reschedule, and confirm appointments for both new and existing patients.

• Provide appointment preparation instructions and manage cancellations.

• Monitor, track, and process referrals from specialists and healthcare systems.

• Identify red-flag symptoms and urgent situations, escalating them to clinical staff as needed.

• Maintain detailed patient notes in the EMR system.

• Update patient profiles with demographic information, insurance details, and guarantor information.

• Organize, process, and route digital faxes, emails, and messages from the patient portal.

• Direct messages related to lab results, medical records, and pharmacy requests appropriately.

• Ensure strict confidentiality of patient information.

⛳️ Requirements

• A minimum of 1–2 years of experience in a medical office, medical call center, patient access center, or healthcare clinic.

• Demonstrated ability to manage stable or high-volume inbound/outbound phone queues.

• Practical experience in scheduling patient appointments and verifying medical insurance eligibility.

• Capability to recognize red-flag symptoms and urgent situations, escalating them to clinical staff promptly.

• Exceptional written and verbal communication skills in English.

• Ability to maintain composure, professionalism, and empathy when dealing with distressed or anxious patients.

• A private, HIPAA-compliant workspace at home.

• A reliable computer setup, high-speed internet, and a clear, noise-canceling headset.

• Preferred: experience in Primary Care, Urgent Care, or a Multi-Provider Specialty Clinic.

• Preferred: familiarity with medical EMR/EHR software, digital faxing systems, and multi-line VOIP platforms.

• Preferred: experience in tracking, processing, and scheduling patient referrals.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and training.

• Supportive team environment and culture.