Bilingual Medical Customer Service Representative (English & Spanish)
Bilingual Patient Concierge (English/Spanish) – Remote | LATAM
Position Type: Full-Time, Remote Contractor
Location: LATAM
Working Hours: U.S. Eastern Time (EST)
About the Role
At Pavago , we’re hiring a Bilingual Patient Concierge (English/Spanish) for one of our U.S.-based healthcare clients to provide compassionate, professional, and timely support throughout the patient journey.
This is a highly patient-facing role where you’ll serve as one of the first points of contact for new and existing patients. You’ll handle inquiries, schedule consultations and appointments, coordinate follow-ups, maintain accurate patient records, and ensure every interaction feels warm, organized, and supportive.
We’re looking for someone who genuinely enjoys helping people and can build trust quickly over the phone. You should be fluent in both English and Spanish , with clear and easily understandable spoken English.
If you combine empathy with strong organization, attention to detail, and a professional phone presence, this role is a strong fit.
What You’ll Own
Patient Support & Communication
- Provide exceptional patient support through phone, SMS, and email .
- Respond to new patient inquiries and guide patients through consultation and scheduling processes.
- Communicate confidently and compassionately in both English and Spanish .
- Follow established call flows while keeping conversations natural and engaging.
- Listen carefully to patient concerns and provide clear, professional responses.
- Create a welcoming and reassuring experience during every interaction.
Appointment Scheduling & Follow-Up
- Schedule consultations and appointments accurately.
- Collect and verify required patient intake information.
- Manage follow-ups and ensure no patient inquiry is overlooked.
- Coordinate with clinics and providers to support smooth scheduling.
- Keep patients informed about next steps and appointment-related information.
- Maintain organized follow-up workflows across multiple patient conversations.
Documentation & Systems Management
- Accurately document patient interactions, requests, and outcomes.
- Maintain detailed and organized notes within company systems.
- Keep patient information and records current.
- Work across multiple platforms and tools simultaneously without sacrificing accuracy.
- Follow established documentation and operational procedures.
- Maintain patient confidentiality at all times.
Quality, Coaching & Collaboration
- Participate in regular coaching and quality assurance reviews.
- Apply feedback to improve communication and patient experience.
- Collaborate with supervisors and team members to resolve issues.
- Identify opportunities to improve service quality and internal processes.
- Maintain consistent professionalism, reliability, and responsiveness.
What Makes You a Strong Fit
- You are fluent in English and Spanish .
- Your spoken English is clear and easily understandable.
- You have a warm, confident, and professional phone presence.
- You naturally communicate with empathy and patience.
- You can build trust quickly with patients.
- You remain composed when handling sensitive or concerned callers.
- You’re highly organized and comfortable managing multiple conversations and follow-ups.
- You can follow structured processes without sounding scripted.
- You’re coachable and actively apply feedback.
- You care about delivering an excellent patient experience.
Required Experience & Skills
- Fluent English and Spanish , both spoken and written.
- Previous experience in one or more of the following:
- Customer service
- Patient support
- Call center operations
- Medical reception
- Appointment scheduling
- Other phone-based customer-facing roles
- Excellent verbal communication and active listening skills.
- Strong emotional intelligence and interpersonal skills.
- Ability to handle sensitive conversations professionally.
- Experience accurat