Description 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 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.

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 Representative (Ciudad de México)
🏢 Pavago
📍 Ciudad de México