Medical Customer Service Representative

Description

Summary: This role supports patients throughout their healthcare journey by providing compassionate, accurate, and timely bilingual customer support for medical services and inquiries. Highlights: 1. Fully remote healthcare customer support opportunity 2. Strong focus on patient experience and meaningful support work 3. Opportunity for growth into Patient Success or Medical Operations **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 * Email * Chat * Provide clear information regarding: * Medical services * Appointment scheduling * Billing questions * 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 * Slack * Zoom * 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 * Insurance verification * Medical billing support * Patient coordination * Experience supporting patients through: * Phone * Email * 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 * Medical customer service * Patient coordination * Healthcare communication systems * Growth opportunities into: * Patient Success Specialist * Medical Operations Coordinator * Healthcare Support Lead **Interview Process*** Initial Screening Call * Interview with Pavago Recruiter * Client Interview * Offer \& Onboarding **Apply Now** If you: * Enjoy helping people and solving problems * Communicate with empathy and professionalism * Thrive in fast\-paced customer support environments * Want to grow within healthcare support and patient services This is a strong opportunity to build a long\-term remote career in healthcare customer support.