Medical Customer Service Representative (Remote) at Pavago

, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

13 Jun, 26

Salary

0.0

Posted On

15 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Bilingual, English, Spanish, Empathy, Detail-Oriented, Customer Service, Communication, Issue Resolution, CRM, Compliance, Confidentiality, Team Collaboration, Adaptability, Self-Motivated, Zoom, Slack

Industry

Staffing and Recruiting

Description

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 Initial Screening Call Interview with Pavago Recruiter Client Interview Offer & Onboarding #Meta

Responsibilities

The representative will serve as the primary contact for patients, responding to inquiries via phone, email, and chat regarding medical services, scheduling, insurance, and billing, while delivering compassionate support. Key duties include troubleshooting issues, collaborating with internal teams for service delivery, and maintaining accurate, compliant documentation in the CRM.