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.

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

• Verify and document patient information in accordance with established protocols.

• Record calls, requests, messages, and follow-up actions in the designated systems.

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

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

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

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

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

• Follow established workflows, quality standards, and documentation protocols diligently.

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

• Complete all phases of the hiring process, which includes resume evaluation, questionnaires, interviews, video interview, and background checks.

⛳️ Requirements

• Exceptional spoken and written communication skills in English.

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

• Familiarity with managing inbound calls and documenting customer interactions is advantageous.

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

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

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

• Keen attention to detail while verifying information and recording interactions.

• Ability to multitask, prioritize duties, and stay organized in a fast-paced setting.

• Comfort using computers and the ability to learn new software applications quickly.

• Good judgment when dealing with confidential information and sensitive discussions.

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

• Must possess personal equipment and a suitable home workspace that meets the specified technical requirements.

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

• Minimum of 16 GB RAM is necessary.

• Intel i5 processor or higher is required.

• Dual monitors are necessary for efficient workflow.

• A webcam and wired USB headset are required for communication.

• A fiber internet connection with a wired Ethernet setup is essential.

• A backup power solution is necessary to ensure uninterrupted work.

• Proficiency with Microsoft Teams and Office 365 is required.

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

• Current residency in Mexico is mandatory.

• Resume must be submitted in English.

• Comfort in communicating professionally in English throughout the work shift.

• Willingness to undergo the necessary background check.

🏝️ Benefits

• Paid training is provided.

• Weekly payments issued in arrears.