Medical Customer Service Representative

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

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