Patient Services Representative

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

📋 Description

• Promptly and professionally respond to incoming patient calls.

• Schedule, reschedule, confirm, and cancel medical appointments as needed.

• Assist patients with inquiries related to appointments and administrative matters.

• Verify and document patient information following established protocols.

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

• Direct messages and inquiries to 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 other relevant computer applications.

• 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-related guidelines.

• Follow established workflows, quality standards, and documentation requirements.

• Escalate clinical questions or sensitive issues to the relevant personnel.

• Act as the initial point of contact for patients of a US-based healthcare organization.

⛳️ Requirements

• Proficient spoken and written English communication skills.

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

• Experience managing inbound calls and documenting customer interactions is advantageous.

• Background in medical scheduling, patient services, healthcare administration, or medical call centers is a plus but not mandatory.

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

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

• Exceptional 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 adapting to new software applications.

• Good judgment in managing confidential information and sensitive discussions.

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

• Must possess a Windows 11 PC with at least 16 GB RAM, Intel i5 processor or higher, dual monitors, a webcam, a wired USB headset, a fiber internet connection with wired Ethernet, and a backup power solution.

• Familiarity with Microsoft Teams and Office 365.

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

• Must currently reside in Mexico.

• Resume must be submitted in English.

• Comfortable communicating in a professional manner in English throughout the shift.

• Willingness to undergo the required background check.

• Must complete all stages of the hiring process.

🏝️ Benefits

• Paid training provided.

• Weekly payment in arrears.

• Fully remote work arrangement available.

• Independent contractor status.