Job 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 ideal 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
• 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

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