Patient Services Representative

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

📋 Description

• Respond to incoming calls from patients 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

• Confirm and document patient information in accordance with established protocols

• Record details of calls, patient requests, messages, and follow-up actions in the designated systems

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

• Adhere to scheduling guidelines and coordinate appointments based on availability and service needs

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

• 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

• Comply with established workflows, quality standards, and documentation protocols

• Refer clinical questions or sensitive matters to the appropriate personnel

⛳️ Requirements

• Proficient spoken and written communication skills in English

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

• Familiarity with handling inbound calls and documenting customer interactions is advantageous

• Experience in medical scheduling, patient services, healthcare administration, or medical call centers is beneficial but not essential

• Knowledge of electronic health records (EHR), appointment scheduling systems, or customer management platforms is a plus

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

• Exceptional attention to detail when verifying information and documenting interactions

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

• Confidence in using computers and adapting to new software applications

• Good judgment in handling confidential information and sensitive discussions

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

• Own the necessary equipment and have a suitable home workspace

• 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 connection with a wired Ethernet setup

• Backup power solution needed

• 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 communication in English throughout the shift

• Willingness to undergo the required background check

• Applicants must currently reside in Mexico

🏝️ Benefits

• Paid training

• Weekly payment in arrears