Job description
Job Title: Medical Customer Service Representative (Bilingual – English/Spanish)
Position Type: Full-Time, Remote
Working Hours: U.S Hours
About the Role
We are seeking a highly empathetic, detail-oriented, and bilingual (English/Spanish) Medical Customer Service Representative to support patients throughout their healthcare journey. In this role, you will serve as a primary point of contact for patients, providing timely assistance, answering inquiries, and ensuring a smooth and positive experience across all communication channels.
This position is ideal for someone who is comfortable working remotely, handling sensitive information with care, and delivering consistent, high-quality customer support in a fast-paced healthcare environment. We regularly hire for this role, welcoming new team members each month as we continue to grow.
Responsibilities
Patient Support & Communication
- Respond to patient inquiries via phone, email, and chat in a timely and professional manner.
- Provide clear and accurate information regarding medical services, appointment scheduling, insurance support, and billing inquiries.
- Deliver a compassionate and reassuring experience for patients at every touchpoint.
Issue Resolution & Service Coordination
- Troubleshoot issues related to services or internal technology platforms.
- Collaborate with internal teams to ensure seamless service delivery and follow-through.
- Escalate complex cases appropriately while maintaining clarity and patient trust.
CRM, Documentation & Compliance
- Maintain accurate and detailed records of patient interactions in the CRM.
- Ensure all documentation meets quality, accuracy, and compliance standards.
- Uphold strict patient confidentiality and data security best practices at all times.
Team Collaboration & Continous Improvement
- Communicate effectively with team members to support workflow efficiency.
- Participate in training and ongoing development initiatives.
- Adapt quickly to evolving tools, processes, and patient needs.
What Makes You a Perfect Fit
- You are fluent in both English and Spanish and communicate clearly and empathetically.
- You enjoy helping patients and delivering thoughtful, patient-first support.
- You are detail-oriented and take confidentiality and data security seriously.
- You are reliable, self-motivated, and comfortable working independently in a remote role.
- You adapt well to change and thrive in a fast-paced environment.
Required Experience & Skills
- Minimum of 1 year of experience in a customer service role (healthcare experience preferred).
- Fluency in English and Spanish (verbal and written).
- High school diploma required; Associate’s or Bachelor’s degree preferred.
- Experience using CRM systems and communication tools such as Slack and Zoom.
- Ability to work consistently within LATAM time zones.
Ideal Experience & Skills
- Previous experience in healthcare, medical support, or patient services.
- Familiarity with appointment scheduling, insurance verification, or billing inquiries.
- Experience supporting customers across phone, email, and chat channels.
What Does a Typical Look Like ?
A Medical Customer Service Representative’s day is focused on delivering reliable, compassionate, and efficient patient support. You will:
- Respond to patient inquiries across phone, email, and chat channels.
- Assist with appointment scheduling and general service-related questions.
- Document interactions accurately and consistently in the CRM.
- Coordinate with internal teams to resolve patient issues.
- Follow confidentiality and compliance standards in every interaction.
In short: You support patients by providing clear communication, dependable service, and a positive healthcare experience from start to finish.
Key Metrics for Success (KPIs)
- Response time and issue resolution efficiency
- Accuracy and completeness of CRM documentation
- Patient satisfaction and service quality scores
- Compliance with confidentiality and data security standards
- Consistent attendance and reliability
Interview Process
- Initial Screening Call
- Interview with Pavago Recruiter
- Client Interview
- Offer & Onboarding
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