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

• Manage the scheduling, rescheduling, confirmation, and cancellation of medical appointments

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

• Verify and document patient information in accordance with established procedures

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

• Direct messages and inquiries to healthcare providers or administrative teams as required

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

• Utilize scheduling software, patient management systems, and various computer applications

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

• Safeguard confidential patient information while adhering to privacy, security, and HIPAA regulations

• Follow established workflows, quality benchmarks, and documentation protocols

• Escalate clinical inquiries or sensitive matters to the appropriate personnel

⛳️ Requirements

• Candidates must currently reside in Mexico

• Strong proficiency in spoken and written English communication

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

• Experience in handling inbound calls and documenting customer interactions is advantageous

• Background in medical scheduling, patient services, healthcare administration, or medical call center roles is a plus, but not essential

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

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

• Strong attention to detail when verifying information and recording interactions

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

• Comfortable using computers and learning new software applications

• Sound judgment in handling confidential information and sensitive discussions

• Reliable, service-oriented mindset with a willingness to adhere to established protocols

• Must possess 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

• Fiber internet with a wired Ethernet connection

• Backup power solution

• Proficiency in Microsoft Teams and Office 365

• Availability to work Monday through Friday, 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 complete all stages of the hiring process

🏝️ Benefits

• Paid training

• Weekly payments in arrears

• Fully remote work opportunity

• Independent contractor position