Medical Customer Service Representative (Bilingual – English/Spanish) – Remote Healthcare Support | Patient Services | Appointment Scheduling | Customer Service Position Type: Full-Time, Remote

Location:
Remote (LATAM Preferred)

Working Hours
U.
S. Business Hours

About the Role
At Pavago, one of our clients is hiring a Medical Customer Service Representative (Bilingual – English/Spanish) to provide compassionate, high-quality support to patients throughout their healthcare journey. This is a patient-facing role where you’ll assist with appointment scheduling, service inquiries, billing support, and general customer assistance across phone, email, and chat. You’ll play a vital role in ensuring patients receive timely, accurate, and empathetic support while maintaining strict confidentiality and compliance standards. If you’re bilingual, customer-focused, and passionate about helping people, this is an excellent opportunity to build a long-term career in healthcare support. 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 appointments, services, billing, and insurance-related questions.
- Deliver compassionate, professional, and patient-first service during every interaction.
- Ensure patients feel informed, supported, and confident throughout their experience.
- Handle sensitive conversations with empathy and professionalism. Appointment Scheduling & Coordination
- Schedule, confirm, reschedule, and follow up on patient appointments.
- Coordinate with internal teams to ensure seamless patient care.
- Escalate urgent or complex cases appropriately.
- Maintain scheduling accuracy and timely follow-through. CRM Documentation & Compliance




- Maintain accurate and detailed patient records within CRM systems.
- Document all interactions according to quality and compliance standards.
- Follow HIPAA, confidentiality, and data privacy requirements.
- Keep communication history organized and up to date. Team Collaboration & Continuous Improvement
- Collaborate with teammates and leadership to improve patient experience.
- Participate in onboarding, training, and continuous development.
- Adapt quickly to new systems, workflows, and process updates.
- Contribute to a positive and collaborative remote work environment. Requirements Must-Have Qualifications Experience
- Minimum 1 year of customer service experience (healthcare experience preferred).
- Fluent in both English and Spanish (spoken and written).
- Experience using CRM systems and communication platforms.
- Strong computer proficiency and multitasking abilities.
- Ability to work consistently during U.
S. business hours.
- High attention to detail and documentation accuracy.
- Reliable internet connection and professional remote workspace. Nice-to-Have
- Experience in:
- Healthcare
- Medical Customer Service
- Patient Support
- Medical Reception
- Familiarity with:
- Appointment scheduling
- Insurance verification
- Medical billing inquiries
- Experience supporting patients through:
- Phone
- Email
- Live Chat
- Knowledge of HIPAA or healthcare compliance standards.
- Experience supporting U.
S.-based healthcare organizations.



Tools & Technologies
- CRM Systems
- Slack
- Zoom
- Google Workspace
- Email & Chat Platforms
- Scheduling Systems What Makes You a Strong Fit
- Fluent in English and Spanish with excellent communication skills.
- Compassionate, patient-focused, and calm under pressure.
- Highly organized with strong attention to detail.
- Comfortable handling sensitive and confidential information.
- Reliable, self-motivated, and accountable in a remote environment.
- Able to manage high communication volumes without sacrificing quality.
- Quick learner who adapts well to new systems and workflows. What a Typical Day Looks Like
- Respond to inbound patient inquiries via phone, email, and chat.
- Schedule and confirm appointments.
- Answer questions about services, billing, and insurance.
- Coordinate with internal teams to resolve patient concerns.
- Update CRM records accurately after each interaction.
- Maintain HIPAA compliance and patient confidentiality.
- Deliver compassionate, efficient support throughout the day. In short: You help patients navigate their healthcare experience by providing accurate information, dependable support, and exceptional customer service. Key Metrics for Success (KPIs)
- Response time and issue resolution efficiency
- Accuracy and completeness of CRM documentation
- Patient satisfaction and service quality scores
- HIPAA and confidentiality compliance
- Appointment scheduling accuracy
- Attendance, reliability, and communication quality Why This Role Stands Out
- Fully remote healthcare support opportunity.
- Long-term career stability in a growing healthcare environment.
- Meaningful work helping patients every day.
- Collaborative and supportive team culture.

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