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 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 needs.

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

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

• Safeguard confidential patient information while adhering to privacy, security, and HIPAA-related guidelines.

• Follow defined workflows, quality standards, and documentation protocols.

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

• Complete all steps in the hiring process, including resume assessment, questionnaire, video interview, interviews, and background check.

⛳️ 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 an advantage.

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

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

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

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

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

• Comfort using computers and adapting to new software applications.

• Good judgment in managing confidential information and sensitive discussions.

• A reliable, service-oriented mindset and a willingness to follow established protocols.

• Possess own equipment and a suitable home workspace that meets specified technical criteria.

• Windows 11 PC; Mac is not supported.

• Minimum of 16 GB RAM.

• Intel i5 processor or higher.

• Dual monitors.

• Webcam and wired USB headset.

• Fiber internet with a wired Ethernet connection.

• Backup power solution.

• Proficiency with Microsoft Teams and Office 365.

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

• Resumes must be submitted in English.

• Comfortable with professional communication in English throughout the shift.

• Willingness to undergo the required background check.

• Must be currently residing in Mexico.

🏝️ Benefits

• Paid training provided.

• Weekly payment in arrears.

• Fully remote working arrangement.

• Own-equipment/home-workspace setup.