Patient Services Representative

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

📋 Description

• Promptly and professionally respond to incoming calls from patients.

• Accurately schedule, reschedule, confirm, and cancel medical appointments.

• Assist patients by addressing appointment-related queries and administrative concerns.

• 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.

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

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

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

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

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

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

• Serve as the initial point of contact for patients within a US-based healthcare organization.

⛳️ Requirements

• Proficient spoken and written English communication skills.

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

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

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

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

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

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

• Capability to multitask, prioritize duties, and maintain organization in a fast-paced setting.

• Confidence in using computers and learning new software applications.

• Good judgment in managing confidential information and sensitive discussions.

• A reliable, service-oriented approach and readiness to follow established procedures.

• Must have personal equipment and a suitable home workspace.

• 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 in Microsoft Teams and Office 365.

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

• Applicants must currently reside in Mexico.

• Resume must be submitted in English.

• Comfortable with professional communication in English throughout the work shift.

• Willingness to undergo the required background check.

🏝️ Benefits

• Paid training.

• Weekly payments in arrears.