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.

• Arrange, modify, confirm, and cancel medical appointments as needed.

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

• Confirm and document patient information accurately.

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

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

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

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

• Maintain a composed, empathetic, and professional demeanor when dealing with frustrated, concerned, or anxious callers.

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

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

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

• Complete all phases of the hiring process, including resume evaluation, questionnaires, interviews, and background checks.

⛳️ Requirements

• Proficient spoken and written English communication skills.

• 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 a plus, though not mandatory.

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

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

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

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

• Confidence in using computers and learning new software applications.

• Good judgment in handling confidential information and sensitive discussions.

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

• Possess equipment and a suitable home workspace that meets the specified technical requirements.

• Windows 11 PC; Mac is not supported.

• Minimum 16 GB RAM.

• Intel i5 processor or higher.

• Dual monitors.

• Webcam and wired USB headset.

• Fiber internet with a wired Ethernet connection.

• Backup power solution.

• Microsoft Teams and Office 365.

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

• Resumé must be submitted in English; Spanish resumes will not be considered.

• Comfortable communicating professionally in English throughout the work shift.

• Willingness to undergo the required background check.

• Must currently reside in Mexico.

🏝️ Benefits

• Paid training.

• Paid weekly in arrears.