Medical Customer Service Representative

Job Title: Medical Customer Service Representative (Bilingual – English/Spanish)

Position Type: Full-Time, Remote

Working Hours: U.S Hours

About the Role

We are seeking a highly empathetic, detail-oriented, and bilingual (English/Spanish) Medical Customer Service Representative to support patients throughout their healthcare journey. In this role, you will serve as a primary point of contact for patients, providing timely assistance, answering inquiries, and ensuring a smooth and positive experience across all communication channels.

This position is ideal for someone who is comfortable working remotely, handling sensitive information with care, and delivering consistent, high-quality customer support in a fast-paced healthcare environment. We regularly hire for this role, welcoming new team members each month as we continue to grow.

Responsibilities

Patient Support & Communication

• Respond to patient inquiries via phone, email, and chat in a timely and professional manner.
• Provide clear and accurate information regarding medical services, appointment scheduling, insurance support, and billing inquiries.
• Deliver a compassionate and reassuring experience for patients at every touchpoint.

Issue Resolution & Service Coordination

• Troubleshoot issues related to services or internal technology platforms.
• Collaborate with internal teams to ensure seamless service delivery and follow-through.
• Escalate complex cases appropriately while maintaining clarity and patient trust.

CRM, Documentation & Compliance

• Maintain accurate and detailed records of patient interactions in the CRM.
• Ensure all documentation meets quality, accuracy, and compliance standards.
• Uphold strict patient confidentiality and data security best practices at all times.

Team Collaboration & Continous Improvement

• Communicate effectively with team members to support workflow efficiency.
• Participate in training and ongoing development initiatives.
• Adapt quickly to evolving tools, processes, and patient needs.

What Makes You a Perfect Fit

• You are fluent in both English and Spanish and communicate clearly and empathetically.
• You enjoy helping patients and delivering thoughtful, patient-first support.
• You are detail-oriented and take confidentiality and data security seriously.
• You are reliable, self-motivated, and comfortable working independently in a remote role.
• You adapt well to change and thrive in a fast-paced environment.

Required Experience & Skills

• Minimum of 1 year of experience in a customer service role (healthcare experience preferred).
• Fluency in English and Spanish (verbal and written).
• High school diploma required; Associate's or Bachelor's degree preferred.
• Experience using CRM systems and communication tools such as Slack and Zoom.
• Ability to work consistently within LATAM time zones.

Ideal Experience & Skills

• Previous experience in healthcare, medical support, or patient services.
• Familiarity with appointment scheduling, insurance verification, or billing inquiries.
• Experience supporting customers across phone, email, and chat channels.

What Does a Typical Look Like ?

A Medical Customer Service Representative's day is focused on delivering reliable, compassionate, and efficient patient support. You will:

• Respond to patient inquiries across phone, email, and chat channels.
• Assist with appointment scheduling and general service-related questions.
• Document interactions accurately and consistently in the CRM.
• Coordinate with internal teams to resolve patient issues.
• Follow confidentiality and compliance standards in every interaction.

In short: You support patients by providing clear communication, dependable service, and a positive healthcare experience from start to finish.

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
• Consistent attendance and reliability

Interview Process

1. Initial Screening Call
2. Interview with Pavago Recruiter
3. Client Interview
4. Offer & Onboarding

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