Medical Customer Service Representative

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 Respond to patient inquiries via: Email Respond to patient inquiries via: Chat Provide clear information regarding: Medical services Provide clear information regarding: Appointment scheduling Provide clear information regarding: Billing questions Provide clear information regarding: 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 Experience using: Slack Experience using: Zoom Experience using: 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 Experience with: Insurance verification Experience with: Medical billing support Experience with: Patient coordination Experience supporting patients through: Phone Experience supporting patients through: Email Experience supporting patients through: 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 Opportunity to develop experience in: Medical customer service Opportunity to develop experience in: Patient coordination Opportunity to develop experience in: Healthcare communication systems Growth opportunities into: Patient Success Specialist Growth opportunities into: Medical Operations Coordinator Growth opportunities into: Healthcare Support Lead Interview Process Initial Screening Call Interview with Pavago Recruiter Client Interview Offer & Onboarding #J-18808-Ljbffr Pavago