Patient Services Representative

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

📋 Description

• Respond promptly and professionally to incoming calls from patients.

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

• Assist patients with questions related to their appointments and other administrative inquiries.

• Verify and document patient information accurately.

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

• Forward messages and inquiries to healthcare providers or administrative departments.

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

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

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

• Safeguard confidential patient information and adhere to privacy, security, and HIPAA guidelines.

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

• Elevate clinical questions or sensitive matters to the appropriate personnel.

⛳️ Requirements

• Excellent spoken and written communication skills in English.

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

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

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

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

• Strong listening abilities with a talent for communicating with empathy, patience, and professionalism.

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

• Capability to multitask, prioritize, and stay organized in a fast-paced setting.

• Proficient in using computers and learning new software applications.

• Good judgment in handling confidential information and sensitive discussions.

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

• Must possess a Windows 11 PC; Mac systems are not supported.

• Minimum of 16 GB RAM required.

• Intel i5 processor or better.

• Dual monitor setup.

• Webcam and wired USB headset are necessary.

• Fiber internet with a wired Ethernet connection is required.

• Backup power solution is essential.

• Proficiency 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 should be submitted in English.

• Comfortable communicating professionally in English throughout the work shift.

• Willingness to undergo the necessary background check.

• Must currently reside in Mexico.

• Must fulfill the technical requirements before commencing employment.

🏝️ Benefits

• Paid training provided.

• Compensation is paid weekly in arrears.