Bilingual Phone Representative
Work From Anywhere in LATAM
A virtual pediatric healthcare provider specializing in multispecialty ADHD care is looking for a Bilingual Phone Representative to onboard prospective patients and schedule their first appointments over the phone.
The practice delivers clinician-led, guideline-based care through a collaborative team of medical and behavioral specialists, and is standing up a brand-new concierge function — making this the first hire on an emerging patient-experience team with a clear path toward future leadership.
Day-to-day, the role handles inbound and outbound calls to prospective families, guides them through onboarding, explains complex billing and insurance information, navigates objections and difficult conversations, and ensures patients complete post-call steps such as consent forms and diagnostic uploads. The representative also acts as liaison between families and providers and surfaces technical issues to product and engineering. Success means a smooth onboarding experience, consistently met scheduling and sales targets, and reliable feedback loops across teams.
Core Responsibilities
Client Relationship Management & Strategic Partnership (35%)
- Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact
- Understand clients' business goals, challenges, and needs through regular discovery and consultation
- Act as strategic partner offering proactive solutions aligned with client objectives
- Communicate regularly with clients via email, phone, video conferences, and other channels
- Provide guidance on how clients can best utilize solutions to meet their specific needs
- Build rapport and ensure clients feel valued, supported, and heard throughout their journey
- Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally
Client Onboarding & Product Adoption (30%)
- Assist new clients during onboarding, ensuring smooth implementation and setup
- Provide education and training on product features, benefits, and best practices
- Conduct product training sessions to ensure clients are proficient in using offerings
- Guide clients through initial setup with clarity about services, procedures, and expectations
- Facilitate enrollment and verify that all documentation is accurate and complete
- Monitor early adoption patterns and provide proactive support during critical first 90 days
- Ensure clients achieve early wins and understand value proposition clearly
Account Growth & Performance Monitoring (20%)
- Monitor and analyze client usage data to identify trends, opportunities, and potential issues
- Identify opportunities for upselling or cross-selling additional products or services
- Collaborate with sales teams to explore potential growth avenues and expansion opportunities
- Track and report key performance metrics related to client success and engagement
- Proactively address underutilization or engagement drops before they lead to churn
- Present business reviews showcasing ROI, usage insights, and recommendations
- Drive account expansion through strategic consultation and value demonstration
Issue Resolution & Cross-Functional Collaboration (10%)
- Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues
- Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence
- Ensure timely and satisfactory issue resolution to maintain client satisfaction
- Partner with Care Operations, Revenue Operations, and other teams to optimize workflows
- Work cross-functionally to address client needs and remove barriers to success
- Advocate for clients internally, ensuring their voice influences product and process decisions
Documentation, Reporting & Process Improvement (5%)
- Maintain up-to-date client interaction records in CRM and management systems
- Gather client feedback to help improv