Patient Services Representative

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

📋 Description

• Respond to incoming patient calls promptly and in a 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 accurately

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

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

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

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

• Maintain a calm, empathetic, and professional demeanor when dealing with frustrated, concerned, or anxious callers

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

• Follow established workflows, quality standards, and documentation protocols

• Escalate clinical inquiries or sensitive issues to the appropriate personnel

• Complete all phases of the hiring process, including resume evaluation, questionnaires, interviews, video interviews, and background checks

⛳️ Requirements

• Proficient spoken and written English communication skills

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

• Experience with inbound calls and documenting customer interactions is advantageous

• Background in medical scheduling, patient services, healthcare administration, or medical call center work is beneficial but not required

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

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

• Confidence in using computers and learning new software applications

• Good judgment in managing confidential information and sensitive discussions

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

• Possess personal equipment and a suitable home workspace that meets the specified criteria

• Windows 11 PC is required; Mac systems are not supported

• Minimum of 16 GB RAM

• Intel i5 processor or higher

• Dual monitor setup

• Webcam and wired USB headset

• Fiber internet connection with a wired Ethernet setup

• Backup power solution is necessary

• 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

• Comfortable with professional communication in English throughout the work shift

• Willingness to undergo the required background check

• Must be currently residing in Mexico

🏝️ Benefits

• Paid training provided

• Weekly payments issued in arrears