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.

What You’ll OwnPatient 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.

RequirementsMust-Have QualificationsExperience

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

What Happens After You Apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. This short, self-recorded video is the next step that completes your application and can be recorded whenever it’s convenient for you.

Instead of repeating yourself across multiple screening calls, you’ll introduce yourself once, and your video will be shared with the hiring team. This helps the hiring team evaluate your communication style early, making future interviews more meaningful while reducing unnecessary interview rounds.

Don’t overthink it - you can record your video as many times as you’d like before submitting it. Only your final submission will be reviewed.

Please keep an eye on both your inbox and spam folder for your Spark Hire invitation after submitting your application.

If you’re a bilingual professional who enjoys helping others, communicating with empathy, and delivering outstanding patient support, we’d love to hear from you. Apply today and become an essential part of a growing healthcare support team.