Patient Services Representative

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

📋 Description

• Respond to incoming patient calls promptly and with professionalism.

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

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

• Verify and record patient details in accordance with established protocols.

• Document calls, patient requests, messages, and follow-up activities in the relevant systems.

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

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

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

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

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

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

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

⛳️ Requirements

• Candidates must currently reside in Mexico.

• Strong verbal and written communication skills in English are essential.

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

• Experience in handling 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 required.

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

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

• Excellent attention to detail is required when verifying information and recording interactions.

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

• Comfort with computer usage and the ability to learn new software applications is important.

• Good judgment is required when dealing with confidential information and sensitive discussions.

• A dependable, service-oriented attitude and willingness to adhere to established procedures are essential.

• Must have 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 necessary.

• Fiber internet with a wired Ethernet connection is mandatory.

• A backup power solution is required.

• Proficiency in Microsoft Teams and Office 365 is expected.

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

• Resumes must be submitted in English.

• Comfortable communicating professionally in English throughout the shift is necessary.

• Willingness to undergo the required background check is essential.

• Applicants must meet the technical requirements or be able to fulfill them before commencing work.

🏝️ Benefits

• Paid training is provided.

• Weekly payments are made in arrears.

• The work arrangement is fully remote.

• Independent contractor status is offered.

• Applicants are required to provide their own equipment and home workspace.