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, modify, confirm, and cancel medical appointments as necessary.

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

• Verify and document patient information following established protocols.

• Record calls, 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 needs.

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

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

• Safeguard confidential patient information and comply with privacy, security, and HIPAA-related guidelines.

• Follow established workflows, quality benchmarks, and documentation standards.

• Refer clinical questions 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 managing inbound calls and documenting customer interactions is advantageous.

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

• 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 recording interactions.

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

• Comfortable using computers and acquiring new software applications.

• Good judgment in managing confidential information and sensitive discussions.

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

• Must reside in Mexico.

• Resume must be submitted in English.

• Must be adept at professional communication in English throughout the shift.

• Required to complete a background check.

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

• Must provide a personal 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 provided.

• Fiber internet with a wired Ethernet connection is essential.

• Backup power solution is required.

• Proficiency in Microsoft Teams and Office 365 is needed.

• Must complete every stage of the hiring process.

🏝️ Benefits

• Paid training provided.

• Weekly payments in arrears.

• Fully remote work arrangement.

• Independent contractor arrangement.

• Support for home workspace requirements and personal equipment for remote work.