Medical Customer Service Representative

Job Description

Medical Customer Service Representative (Bilingual English/Spanish) – Remote | Patient Support & Healthcare Coordination

Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours (LATAM-Friendly)

About the Role

At Pavago, one of our clients is hiring a Medical Customer Service Representative to support patients through appointments, inquiries, scheduling, and healthcare-related service coordination.

This is a patient-facing role focused on delivering compassionate, accurate, and professional support across:

• Phone
• Email
• Chat

You’ll act as a key point of contact for patients, helping them navigate services while ensuring every interaction is handled with empathy, clarity, and attention to detail.

If you’re fluent in English and Spanish, organized, patient-focused, and comfortable working in fast-paced support environments — this role is built for you.

What You’ll Own

Patient Support & Communication

• Respond to patient inquiries across:

  • Phone
  • Email
  • Chat

• Provide accurate information regarding:

  • Appointment scheduling
  • Medical services
  • Insurance support
  • Billing inquiries

• Deliver a compassionate, patient-first customer experience

• Maintain professional communication during high-volume interactions

Issue Resolution & Service Coordination

• Troubleshoot service-related or platform-related issues
• Coordinate with internal teams to resolve patient concerns efficiently
• Escalate complex or sensitive cases appropriately
• Maintain clear communication throughout the resolution process

CRM, Documentation & Compliance

• Maintain accurate and detailed CRM records for all patient interactions

• Ensure documentation meets:

  • Quality standards
  • Compliance requirements
  • Internal workflows

• Follow strict confidentiality and healthcare data security practices

• Maintain HIPAA-conscious communication and documentation standards where applicable

Team Collaboration & Continuous Improvement

• Collaborate with internal support and operations teams

• Participate in:

  • Training sessions
  • Workflow improvements
  • Process updates

• Adapt quickly to:

  • New systems
  • Support tools
  • Operational changes
  • Patient service protocols

What Success Looks Like

• Fast, accurate response times for patient inquiries
• High-quality CRM documentation and case tracking
• Strong patient satisfaction and communication quality
• Consistent compliance with confidentiality standards
• Reliable attendance and responsiveness during U.S. business hours

What Makes You a Strong Fit

• Fluent communicator in both English and Spanish
• Empathetic and patient-focused
• Strong attention to detail and documentation accuracy
• Comfortable handling sensitive healthcare-related information
• Calm under pressure and able to manage multiple conversations simultaneously
• Reliable, organized, and self-motivated in remote environments

Requirements (Must-Have)

Experience

• Minimum 1 year of customer service experience
• Healthcare, patient services, or medical support experience preferred

Core Skills

• Fluency in:

  • English
  • Spanish

  (written and verbal)

• Experience using:

  • CRM systems
  • Slack
  • Zoom
  • Phone/email/chat support tools

• Strong communication and problem-solving abilities

• High attention to detail and professionalism

• Comfortable working remotely during U.S. business hours

Education

• High school diploma required
• Associate’s or Bachelor’s degree preferred

Nice to Have

• Experience with:

  • Appointment scheduling
  • Insurance verification
  • Medical billing inquiries

• Experience supporting customers across:

  • Phone
  • Email
  • Chat channels

• Prior healthcare or patient coordination experience

Tools & Platforms

• CRM systems
• Slack
• Zoom
• Phone support systems
• Email and live chat platforms

What a Typical Day Looks Like

• Respond to patient inquiries across multiple channels
• Schedule appointments and answer service-related questions
• Update CRM records and maintain documentation accuracy
• Coordinate with internal teams to resolve issues
• Escalate sensitive or urgent concerns appropriately
• Follow compliance and confidentiality standards in every interaction

In short:

You help patients receive clear, reliable, and compassionate support throughout their healthcare experience.

Key Metrics (KPIs)

• Response and resolution times
• Accuracy and completeness of CRM documentation
• Patient satisfaction and service quality scores
• Compliance with confidentiality and security standards
• Attendance, responsiveness, and reliability

Why This Role Stands Out

• Meaningful, patient-focused work
• Fully remote opportunity aligned with U.S. hours
• Structured workflows and support systems
• Growing healthcare support environment with ongoing hiring and expansion
• Opportunity to build long-term healthcare operations and support experience

Interview Process

• Initial Screening Call
• Interview with Pavago Recruiter
• Client Interview
• Offer & Onboarding

Apply Now

If you’re a bilingual Medical Customer Service Representative who can deliver empathetic, accurate, and efficient patient support, this is a strong opportunity to join a growing healthcare-focused support team.

Apply now and help create a smooth, positive experience for every patient.