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

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 resolut