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

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

• Verify and document patient information in accordance with established procedures

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

• Forward messages and inquiries to healthcare providers or relevant administrative teams

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

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

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

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

• Follow established workflows, quality standards, and documentation protocols

• Escalate clinical inquiries or sensitive matters to the appropriate personnel

⛳️ Requirements

• Proficient spoken and written English communication skills

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

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

• Background in medical scheduling, patient services, healthcare administration, or medical call centers is beneficial, though not required

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

• Strong listening abilities and capacity to communicate with empathy, patience, and professionalism

• Excellent attention to detail when verifying information and documenting interactions

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

• Comfort with using computers and learning new software applications

• Good judgment in handling confidential information and sensitive discussions

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

• Windows 11 PC; Mac systems are unsupported

• Minimum of 16 GB RAM

• Intel i5 processor or higher required

• Dual monitors are necessary

• Webcam and wired USB headset are required

• Fiber internet with a wired Ethernet connection is mandatory

• Backup power solution is necessary

• Familiarity with Microsoft Teams and Office 365

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

• Must currently reside in Mexico

• Resume should be submitted in English

• Comfortable communicating professionally in English throughout the work shift

• Willingness to undergo the required background check

• Applicants are required to complete every step of the hiring process

🏝️ Benefits

• Paid training provided

• Weekly payment in arrears