Medical Customer Service Representative (Bilingual English/Spanish) – Remote

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
Language Requirement: Fluent English & Spanish (Written + Verbal)

About the Role

We’re hiring a Bilingual Medical Customer Service Representative to support patients throughout their healthcare experience by providing compassionate, accurate, and timely customer support.

This role is idóneo for someone who is:

- Patient-focused
- Empathetic
- Organized
- Detail-oriented
- Comfortable in a fast-paced healthcare environment

You’ll serve as a primary point of contact for patients across:

- Phone support
- Email communication
- Chat support
- Appointment coordination
- Billing and insurance inquiries

This is a fully remote healthcare customer support role with consistent hiring opportunities as the team continues to grow.

What You’ll DoPatient Support & Communication

- Respond to patient inquiries via:
- Phone
- Email
- Chat
- Provide clear information regarding:
- Medical services
- Appointment scheduling
- Billing questions
- Insurance-related inquiries
- Deliver compassionate, patient-first customer service in every interaction
- Maintain professionalism, empathy, and responsiveness throughout the patient journey

Appointment Scheduling & Service Coordination

- Assist patients with scheduling and rescheduling appointments
- Coordinate with internal healthcare and support teams
- Ensure timely follow-up and issue resolution
- Escalate complex patient concerns appropriately while maintaining trust and clarity

CRM Documentation & Compliance

- Maintain accurate patient interaction records within the CRM
- Ensure documentation is complete, organized, and compliant
- Follow HIPAA, confidentiality, and healthcare data security standards




- Protect patient information and maintain privacy at all times

Customer Service & Issue Resolution

- Troubleshoot service-related or platform-related issues
- Resolve patient concerns efficiently and professionally
- Support positive patient experiences across all communication channels
- Adapt quickly to changing workflows, tools, and operational updates

Team Collaboration & Operational Support

- Communicate effectively with internal teams to improve workflow efficiency
- Participate in onboarding, training, and ongoing development sessions
- Contribute to process improvements and support team collaboration

RequirementsExperience

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

Language Skills

- Fluent English and Spanish communication skills (written and verbal)

Technical Skills

- Experience using:
- CRM systems
- Slack
- Zoom
- Remote communication tools
- Comfortable managing multiple communication channels simultaneously

Education

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

Work Environment

- Reliable remote work setup and stable internet connection
- Ability to work aligned with LATAM/U.S. business hours

Nice to Have

- Experience with:
- Appointment scheduling
- Insurance verification
- Medical billing support
- Patient coordination
- Experience supporting patients through:
- Phone
- Email
- Live chat




- Familiarity with healthcare compliance and confidentiality standards

What a Typical Day Looks Like

- Respond to patient inquiries across phone, email, and chat
- Schedule appointments and assist with service-related questions
- Update CRM records and maintain accurate documentation
- Coordinate with internal teams to resolve patient concerns
- Support patients with professionalism, empathy, and urgency
- Maintain compliance and confidentiality standards throughout the day

In short: you’ll help patients feel supported, informed, and cared for throughout their healthcare experience.

Key Metrics (KPIs)

- Response time and issue resolution efficiency
- Accuracy and completeness of CRM documentation
- Patient satisfaction and service quality scores
- Compliance with confidentiality and security standards
- Reliability, attendance, and responsiveness

Why This Role Stands Out

- Fully remote healthcare customer support opportunity
- Consistent hiring and long-term growth potential
- Strong focus on patient experience and meaningful support work
- Opportunity to develop experience in:
- Healthcare operations
- Medical customer service
- Patient coordination
- Healthcare communication systems
- Growth opportunities into:
- Patient Success Specialist
- Medical Operations Coordinator
- Healthcare Support Lead

Interview Process

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

Apply Now

If you:

- Enjoy helping people and solving problems
- Communicate with empathy and professionalism
- Thrive in fast-paced customer support environments
- Want to grow within healthcare support and patient services

This is a strong opportunity to build a long-term remote career in healthcare customer support.

📌 Medical Customer Service Representative (México)
🏢 Pavago
📍 México