Patient Services Representative

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

📋 Description

• Respond to incoming patient calls in a timely and courteous manner

• Arrange, modify, confirm, and cancel medical appointments

• Provide assistance to patients regarding appointment-related queries and administrative matters

• Verify and document patient information in accordance with established protocols

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

• Direct messages and inquiries to healthcare professionals or administrative staff

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

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

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

• Safeguard confidential patient data and comply with privacy, security, and HIPAA-related regulations

• Follow established procedures, quality standards, and documentation guidelines

• Refer clinical inquiries or sensitive matters to the appropriate personnel

• Complete all phases of the hiring process, including resume evaluation, questionnaire, video interview, interviews, and background screening

⛳️ Requirements

• Proficient spoken and written English communication abilities

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

• Experience managing inbound calls and documenting customer interactions is a plus

• Familiarity with medical scheduling, patient services, healthcare administration, or medical call center roles is beneficial, though not required

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

• 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 dynamic environment

• Competent in using computers and adapting to new software applications

• Good judgment in managing confidential information and sensitive discussions

• A reliable, service-oriented mindset and a commitment to following established procedures

• Personal equipment and an appropriate home workspace

• Windows 11 PC; Mac systems are not supported

• At least 16 GB RAM

• Intel i5 processor or above

• Dual monitor setup

• Webcam and wired USB headset

• Fiber internet with a wired Ethernet connection

• Backup power solution

• 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

• Resumes must be submitted in English

• Comfort in communicating professionally in English throughout the work shift

• Willingness to undergo the required background check

• Must currently reside in Mexico

🏝️ Benefits

• Paid training

• Weekly payments in arrears