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 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.

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

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

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

• Safeguard confidential patient information and comply with privacy, security, and HIPAA-related guidelines.

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

• Escalate clinical questions or sensitive issues to the appropriate personnel as necessary.

• Complete all phases of the hiring process, including resume evaluation, questionnaire, video interview, interviews, and background check.

⛳️ Requirements

• Proficient spoken and written English communication skills.

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

• Background in handling inbound calls and documenting customer interactions is advantageous.

• Experience in medical scheduling, patient services, healthcare administration, or medical call center is a plus, though not mandatory.

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

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

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

• Capacity to multitask, prioritize responsibilities, and maintain organization in a fast-paced environment.

• Proficient with computers and capable of learning new software applications.

• Good judgment in managing confidential information and sensitive discussions.

• Reliable, service-oriented attitude with a willingness to adhere to established procedures.

• Requires a Windows 11 PC; Mac is not supported.

• Minimum of 16 GB RAM is required.

• Intel i5 processor or higher is necessary.

• Dual monitors are required.

• A webcam and wired USB headset are essential.

• Must have fiber internet with a wired Ethernet connection.

• Backup power solution is necessary.

• Proficient with Microsoft Teams and Office 365.

• Ability 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 professionally in English throughout the entire shift.

• Willingness to undergo the required background check.

• Must meet the technical requirements or be capable of fulfilling them prior to starting work.

🏝️ Benefits

• Paid training provided.

• Weekly payments made in arrears.