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.

• Schedule, reschedule, confirm, and cancel medical appointments as needed.

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

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

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

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

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

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

• Maintain a calm, empathetic, and professional demeanor with callers who may be frustrated, concerned, or anxious.

• Safeguard confidential patient information by following privacy, security, and HIPAA protocols.

• Comply with established workflows, quality standards, and documentation guidelines.

• Elevate clinical inquiries or sensitive issues to the appropriate personnel.

⛳️ Requirements

• Excellent spoken and written English communication skills.

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

• Background in handling inbound calls and documenting customer interactions is advantageous.

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

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

• Strong listening abilities and the capacity 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.

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

• Good judgment in managing confidential information and sensitive discussions.

• A reliable, service-oriented attitude and readiness to adhere to established procedures.

• Personal Windows 11 PC with at least 16 GB RAM and an Intel i5 processor or higher; Mac systems are not supported.

• Dual monitors, a webcam, and a wired USB headset are required.

• Fiber internet connection with a wired Ethernet setup.

• Backup power solution is necessary.

• Proficiency in Microsoft Teams and Office 365.

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

• Resume must be submitted in English; Spanish resumes will not be considered.

• Comfort in communicating professionally in English throughout the shift.

• Willingness to undergo a required background check.

• Must currently reside in Mexico.

• Must meet or be able to fulfill the technical requirements prior to starting work.

🏝️ Benefits

• Paid training provided.

• Weekly payment in arrears.