Patient Services Representative

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

📋 Description

• Respond to incoming patient calls efficiently and with professionalism.

• Accurately manage the scheduling, rescheduling, confirmation, and cancellation of medical appointments.

• 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 designated systems.

• Direct messages and inquiries to appropriate 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 competently.

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

• Safeguard confidential patient information while following privacy, security, and HIPAA-related guidelines.

• Comply with established workflows, quality standards, and documentation requirements.

• Refer clinical inquiries or sensitive issues to the relevant personnel.

⛳️ Requirements

• Excellent spoken and written English communication abilities.

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

• Familiarity with handling inbound calls and documenting customer interactions is beneficial.

• Background in medical scheduling, patient services, healthcare administration, or medical call centers is advantageous, though not required.

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

• Strong listening skills coupled with the ability to communicate with empathy, patience, and professionalism.

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

• Capability to multitask, prioritize responsibilities, and stay organized in a fast-paced environment.

• Proficiency in using computers and learning new software applications confidently.

• Good judgment in managing confidential information and sensitive discussions.

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

• Access to personal equipment and a suitable home workspace.

• Windows 11 PC; Mac is not supported.

• Minimum 16 GB RAM required.

• Intel i5 processor or higher is necessary.

• Dual monitors are required.

• Webcam and wired USB headset must be available.

• Fiber internet with a wired Ethernet connection is essential.

• A backup power solution is required.

• Proficiency in Microsoft Teams and Office 365 is necessary.

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

• Resumes must be submitted in English.

• Candidates must be currently located in Mexico.

• Comfort in communicating professionally in English throughout the shift is expected.

• Willingness to undergo the required background check is mandatory.

• Completion of all stages of the hiring process is essential.

🏝️ Benefits

• Paid training provided.

• Weekly payments made in arrears.