Medical Customer Service Representative

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. 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. Must-Have Qualifications 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. Ongoing training and professional development. Opportunity to grow into: Senior Customer Service Representative Patient Care Coordinator Medical Office Supervisor Operations Support Specialist Interview Process Initial Screening Call Spark Hire Intro Video (3–5 minutes) Final Client Interview Offer & Onboarding #J-18808-Ljbffr Pavago