Medical Customer Service Representative
Skills
About the role
Medical Customer Service Representative (Bilingual – English/Spanish)
Position Type: Full-Time, Remote
Location: LATAM Preferred
Working Hours: U.S. Business Hours
About the Role
We’re hiring a compassionate, detail-oriented, and bilingual Medical Customer Service Representative (English/Spanish) to support patients throughout their healthcare experience.
In this role, you will serve as a primary point of contact for patients, helping with appointment scheduling, service-related inquiries, billing support, and general customer assistance across phone, email, and chat channels.
This is a fast-paced, patient-facing role that requires empathy, professionalism, strong communication skills, and the ability to handle sensitive information with care and accuracy.
We regularly hire for this position as our healthcare support operations continue to grow, making this a strong opportunity for candidates seeking long-term remote stability in a patient-focused environment.
What You’ll OwnPatient Support & Communication
Respond to patient inquiries via phone, email, and chat in both English and Spanish
Provide accurate information regarding services, appointments, billing, and insurance-related questions
Deliver compassionate, professional, and patient-first communication at every interaction
Ensure patients feel informed, supported, and confident throughout their experience
Maintain professionalism and empathy during sensitive or high-pressure conversations
Appointment Scheduling & Coordination
Assist patients with appointment scheduling, confirmations, rescheduling, and follow-ups
Coordinate with internal teams to ensure smooth service delivery and issue resolution
Escalate complex or urgent cases appropriately while maintaining patient trust and communication clarity
Support workflow efficiency by ensuring accurate scheduling and follow-through
CRM Documentation & Compliance
Maintain detailed and accurate patient interaction records within the CRM system
Ensure all documentation meets quality, accuracy, and compliance standards
Follow HIPAA/confidentiality and data security best practices at all times
Maintain organized records and communication history for operational visibility
Team Collaboration & Continuous Improvement
Collaborate with team members and leadership to improve patient experience and workflow efficiency
Participate in onboarding, training, and ongoing development initiatives
Adapt quickly to new systems, tools, and process updates
Support a positive, reliable, and team-oriented remote work environment
What Makes You a Great Fit
Fluent in both English and Spanish with strong verbal and written communication skills
Empathetic, patient-focused, and calm under pressure
Highly organized and detail-oriented when handling sensitive information
Reliable and self-motivated in remote work environments
Comfortable handling high-volume communication while maintaining service quality
Adaptable and able to learn new systems and workflows quickly
Required Experience & Skills
Minimum 1 year of customer service experience (healthcare experience preferred)
Fluency in English and Spanish (spoken and written)
Experience using CRM systems and communication tools such as Slack and Zoom
Strong computer and multitasking skills
Ability to work U.S. business hours consistently
High attention to detail and documentation accuracy
Professional remote work setup with reliable internet connection
Preferred Experience
Experience in healthcare, medical support, or patient services
Familiarity with appointment scheduling, insurance verification, or medical billing inquiries
Experience supporting patients across phone, email, and chat channels
Exposure to HIPAA or healthcare compliance standards
Experience working with U.S.-based healthcare organizations
What a Typical Day Looks Like
A Medical Customer Service Representative’s day revolves around supporting patients and ensuring smooth communication across healthcare operations. You will:
Respond to inbound patient inquiries across phone, email, and chat
Assist patients with scheduling and service-related questions
Coordinate internally to resolve patient concerns efficiently
Document interactions accurately within the CRM
Maintain confidentiality and compliance standards throughout the day
Support positive patient experiences through clear and compassionate communication
In short: you help patients navigate their healthcare experience with professionalism, empathy, and dependable support.
Key Metrics for Success (KPIs)
Response time and issue resolution efficiency
Accuracy and completeness of CRM documentation
Patient satisfaction and service quality scores
Compliance with confidentiality and data security standards
Scheduling accuracy and follow-through
Consistent attendance, reliability, and communication quality
Interview Process
Initial Screening Call
Video Interview with Pavago Recruiter
Client Interview
Offer & Onboarding
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Questions about this role
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