Patient Services Representative

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

📋 Description

• Respond to incoming patient calls in a timely and professional manner.

• Manage the scheduling, rescheduling, confirmation, and cancellation of medical appointments.

• Provide assistance to patients regarding appointment-related inquiries and administrative questions.

• Verify and document patient information in accordance with established protocols.

• Record calls, patient requests, messages, and follow-up actions in the relevant systems.

• Direct messages and inquiries to healthcare providers or administrative teams appropriately.

• Adhere to scheduling protocols and coordinate appointments based on availability and service requirements.

• Utilize scheduling software, patient management systems, and other computer applications effectively.

• Maintain a calm, empathetic, and professional demeanor when interacting with frustrated, concerned, or anxious callers.

• Safeguard confidential patient information and comply with privacy, security, and HIPAA regulations.

• Follow established workflows, quality standards, and documentation procedures meticulously.

• Escalate clinical queries or sensitive issues to the relevant personnel.

• Complete all phases of the hiring process, including resume evaluation, questionnaires, interviews, video interviews, and background checks.

⛳️ Requirements

• Proficient spoken and written English communication skills.

• Prior experience in customer service, call centers, or customer support is preferred.

• Experience managing inbound calls and documenting customer interactions is advantageous.

• Background in medical scheduling, patient services, healthcare administration, or medical call centers is a plus, though not essential.

• Familiarity with electronic health records (EHR), appointment scheduling platforms, or customer management systems is beneficial.

• Strong listening skills with the capability to communicate with empathy, patience, and professionalism.

• Exceptional attention to detail when verifying information and documenting interactions.

• Ability to multitask, prioritize responsibilities, and stay organized in a fast-paced environment.

• Confidence in using computers and adapting to new software applications.

• Good judgment in managing confidential information and sensitive discussions.

• A reliable, service-oriented mindset and a commitment to following established protocols.

• Must own a Windows 11 PC; Mac is not supported.

• Minimum of 16 GB RAM required.

• Intel i5 processor or higher is necessary.

• Dual monitors are required.

• Webcam and wired USB headset must be available.

• Fiber internet with a wired Ethernet connection is essential.

• A backup power solution is required.

• Proficiency in Microsoft Teams and Office 365 is needed.

• Availability to work Monday through Friday, from 8:00 AM to 5:00 PM U.S. Eastern Time.

• Must currently reside in Mexico.

• Resume must be submitted in English.

• Comfortable with professional communication in English throughout the work shift.

• Willingness to complete the necessary background check.

• Applicants must meet the technical specifications or be capable of meeting them prior to starting work.

🏝️ Benefits

• Paid training.

• Weekly payments in arrears.