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

• Arrange, modify, confirm, and cancel medical appointments

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

• Verify and document patient information accurately

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

• Forward messages and inquiries to healthcare providers or relevant administrative teams

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

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

• Maintain a composed, empathetic, and professional demeanor with distressed, concerned, or anxious callers

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

• Follow established workflows, quality standards, and documentation protocols

• Refer clinical questions or sensitive matters to the appropriate personnel

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

⛳️ Requirements

• Applicants must currently reside in Mexico

• Strong verbal and written English communication abilities

• Previous 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 medical call centers is a plus, though not essential

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

• Excellent listening skills with the ability to convey empathy, patience, and professionalism

• Strong attention to detail during the verification of information and recording of interactions

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

• Proficiency in using computers and adapting to new software applications

• Sound judgment when dealing with confidential information and sensitive discussions

• A reliable, service-oriented mindset and readiness to adhere to established procedures

• Must have a Windows 11 PC; Mac systems are not supported

• Minimum of 16 GB RAM

• Intel i5 processor or higher

• Dual monitor setup

• Webcam and wired USB headset required

• Fiber internet with a wired Ethernet connection

• Backup power solution necessary

• Proficient 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

• Comfortable with professional English communication throughout the work shift

• Willingness to undergo the necessary background check

• Applicants must meet the technical specifications or be capable of doing so before commencing work

🏝️ Benefits

• Paid training

• Weekly payment in arrears