Medical Customer Service Representative

Title: Medical Customer Service Representative - Pavago

URL Source: https://apply.workable.com/j/8154A54799

Markdown Content:

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.