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 designated systems

• Direct messages and inquiries to healthcare providers or administrative teams

• Adhere to scheduling protocols and organize appointments based on availability and service requirements

• 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-related regulations

• Follow established workflows, quality standards, and documentation guidelines

• Escalate clinical inquiries or sensitive matters to the appropriate personnel

⛳️ Requirements

• Possess personal equipment and an appropriate home workspace

• Windows 11 PC; Mac systems are not supported

• Minimum of 16 GB RAM required

• Intel i5 processor or better

• Dual monitor setup

• Webcam and wired USB headset necessary

• Fiber internet with a wired Ethernet connection is essential

• Backup power solution must be available

• 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 consistently

• Resumes must be submitted in English

• Maintain professional English communication throughout the shift

• Willingness to undergo the required background check

• Strong verbal and written English communication abilities

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

• Experience handling inbound calls and documenting customer interactions is advantageous

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

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

• Strong listening skills with the ability 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

• Confidence in using computers and adapting to new software applications

• Good judgment when handling confidential information and sensitive discussions

• Dependable, service-oriented mindset with a commitment to following established procedures

🏝️ Benefits

• Paid training provided

• Weekly payment in arrears