Patient Services Representative

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

📋 Description

• Respond to incoming patient calls swiftly and with professionalism.

• Schedule, reschedule, confirm, and cancel medical appointments efficiently.

• Assist patients with inquiries related to appointments and administrative matters.

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

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

• Forward messages and inquiries to healthcare providers or administrative teams as needed.

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

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

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

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

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

• Escalate clinical inquiries or sensitive matters to the appropriate personnel.

• Act as the initial point of contact for patients of a U.S.-based healthcare organization.

⛳️ Requirements

• Excellent spoken and written English communication abilities.

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

• Experience with handling inbound calls and documenting customer interactions is advantageous.

• Background in medical scheduling, patient services, healthcare administration, or a medical call center is beneficial, though not mandatory.

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

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

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

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

• Proficient in using computers and learning new software applications confidently.

• Good judgment in handling confidential information and sensitive discussions.

• Reliable, service-oriented mindset with a willingness to adhere to established procedures.

• Must possess personal equipment and a suitable home workspace.

• Windows 11 PC is required; Mac systems are not supported.

• Minimum of 16 GB RAM is necessary.

• Intel i5 processor or higher is required.

• Dual monitors are needed for optimal performance.

• A webcam and wired USB headset are essential.

• Must have fiber internet with a wired Ethernet connection.

• A backup power solution is necessary.

• Proficiency in Microsoft Teams and Office 365 is required.

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

• Resumes must be submitted in English.

• Must be comfortable communicating professionally in English throughout the work shift.

• Willingness to undergo the required background check is essential.

• Candidates must currently reside in Mexico.

• Completion of every stage of the hiring process is mandatory.

🏝️ Benefits

• Paid training provided.

• Weekly payments in arrears.

• Fully remote work arrangement available.

• Independent Contractor arrangement.