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 #LI-AG1