**About Our Client**
Our client is committed to enhancing access to Medicaid-covered products and services through exceptional patient care and support. With a focus on innovation and excellence, they are building a dynamic team to drive their performance marketing strategy and increase patient engagement through phone orders.
**About the Role**
The Inbound Sales and Patient Support Specialist plays a critical role in managing inbound calls and supporting existing patients. This position requires quick thinking, adaptability, and a dedication to providing exceptional service. Specialists will handle inquiries, verify insurance, schedule telehealth appointments, and support monthly recertifications, all while contributing to the company’s growth initiatives.
The client is looking to hire **three individuals** for this role, splitting coverage for shifts from **9:00 AM to 9:00 PM ET, seven days a week**. **Colombia
**Key Responsibilities**
**Inbound Call Management & Conversion**
- Handle inbound calls from patients inquiring about Medicaid-covered products, ensuring a seamless and empathetic experience.
- Confidently explain services, address patient questions, and resolve concerns effectively.
- Verify insurance coverage and communicate results clearly.
- Schedule telehealth appointments with nurse practitioners for eligible patients.
- Conduct necessary follow-ups, including returning missed calls or responding to callback requests.
- Process calls efficiently (8-10 minutes on average) while converting inquiries into orders.
**Patient Outreach & Monthly Recertification**




- Contact existing patients to confirm service needs, update address details, and verify monthly product requirements.
- Update patient records accurately to ensure timely and precise order fulfillment.
- Manage a patient call backlog, balancing efficient conversations with thorough administrative updates (2 minutes of calling followed by approximately 8 minutes of documentation per patient).
**Operational & Team Collaboration**
- Address various patient scenarios with creativity and problem-solving skills to ensure satisfaction.
- Provide feedback to improve operational workflows and call-handling processes.
- Work collaboratively with team members and leadership to achieve departmental goals.
**Requirements**:
- Strong communication skills in English; **Spanish proficiency** is a significant advantage.
- Based in **Colombia or Mexico** (location requirement).
- Experience in customer support or healthcare-related roles is preferred.
- Ability to handle high call volumes while maintaining excellent service standards.
- Familiarity with insurance verification, telehealth processes, and patient record management is a plus.
- Quick thinking, adaptability, and creativity to handle unique patient scenarios.
- Strong attention to detail and organizational skills.
**Work Conditions**
- **Salary**: Competitive compensation based on experience.
- **Workstation**: Must be set up in a safe, secure home environment with stable internet (minimum speed of 25 Mbps).
- **Working Hours**: Monday to Sunday, split shifts between **9:00 AM to 9:00 PM ET**.

📌 Inbound Sales and Patient Support Specialist (México)
🏢 Spoke
📍 México