Job Description
Medical Customer Service Representative (Bilingual – English/Spanish)
Position Type: Full-Time, Remote
Location: LATAM Preferred
Working Hours: U.S. Business Hours
About the Role
We’re hiring a compassionate, detail-oriented, and bilingual Medical Customer Service Representative (English/Spanish) to support patients throughout their healthcare experience.
In this role, you will serve as a primary point of contact for patients, helping with appointment scheduling, service-related inquiries, billing support, and general customer assistance across phone, email, and chat channels.
This is a fast-paced, patient-facing role that requires empathy, professionalism, strong communication skills, and the ability to handle sensitive information with care and accuracy.
We regularly hire for this position as our healthcare support operations continue to grow, making this a strong opportunity for candidates seeking long-term remote stability in a patient-focused environment.
What You’ll Own
Patient Support & Communication
• Respond to patient inquiries via phone, email, and chat in both English and Spanish
• Provide accurate information regarding services, appointments, billing, and insurance-related questions
• Deliver compassionate, professional, and patient-first communication at every interaction
• Ensure patients feel informed, supported, and confident throughout their experience
• Maintain professionalism and empathy during sensitive or high-pressure conversations
Appointment Scheduling & Coordination
• Assist patients with appointment scheduling, confirmations, rescheduling, and follow-ups
• Coordinate with internal teams to ensure smooth service delivery and issue resolution
• Escalate complex or urgent cases appropriately while maintaining patient trust and communication clarity
• Support workflow efficiency by ensuring accurate scheduling and follow-through
CRM Documentation & Compliance
• Maintain detailed and accurate patient interaction records within the CRM system
• Ensure all documentation meets quality, accuracy, and compliance standards
• Follow HIPAA/confidentiality and data security best practices at all times
• Maintain organized records and communication history for operational visibility
Team Collaboration & Continuous Improvement
• Collaborate with team members and leadership to improve patient experience and workflow efficiency
• Participate in onboarding, training, and ongoing development initiatives
• Adapt quickly to new systems, tools, and process updates
• Support a positive, reliable, and team-oriented remote work environment
What Makes You a Great Fit
• Fluent in both English and Spanish with strong verbal and written communication skills
• Empathetic, patient-focused, and calm under pressure
• Highly organized and detail-oriented when handling sensitive information
• Reliable and self-motivated in remote work environments
• Comfortable handling high-volume communication while maintaining service quality
• Adaptable and able to learn new systems and workflows quickly
Required Experience & Skills
• Minimum 1 year of customer service experience (healthcare experience preferred)
• Fluency in English and Spanish (spoken and written)
• Experience using CRM systems and communication tools such as Slack and Zoom
• Strong computer and multitasking skills
• Ability to work U.S. business hours consistently
• High attention to detail and documentation accuracy
• Professional remote work setup with reliable internet connection
Preferred Experience
• Experience in healthcare, medical support, or patient services
• Familiarity with appointment scheduling, insurance verification, or medical billing inquiries
• Experience supporting patients across phone, email, and chat channels
• Exposure to HIPAA or healthcare compliance standards
• Experience working with U.S.-based healthcare organizations
What a Typical Day Looks Like
A Medical Customer Service Representative’s day revolves around supporting patients and ensuring smooth communication across healthcare operations. You will:
• Respond to inbound patient inquiries across phone, email, and chat
• Assist patients with scheduling and service-related questions
• Coordinate internally to resolve patient concerns efficiently
• Document interactions accurately within the CRM
• Maintain confidentiality and compliance standards throughout the day
• Support positive patient experiences through clear and compassionate communication
In short: you help patients navigate their healthcare experience with professionalism, empathy, and dependable support.
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
• Scheduling accuracy and follow-through
• Consistent attendance, reliability, and communication quality
Interview Process
• Initial Screening Call
• Video Interview with Pavago Recruiter
• Client Interview
• Offer & Onboarding
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