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 adecuado 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 Do Patient 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 Requirements Experience - 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.

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