Medical Customer Service Representative

Medical Customer Service Representative (Bilingual – English/Spanish) – Remote

Healthcare Support | Patient Services | Appointment Scheduling | Customer Service

Position Type: Full-Time, Remote

Location: Remote (LATAM Preferred)

Working Hours: U.S. Business Hours

About the Role

At Pavago, one of our clients is hiring a Medical Customer Service Representative (Bilingual – English/Spanish) to provide compassionate, high-quality support to patients throughout their healthcare journey.

This is a patient-facing role where you’ll assist with appointment scheduling, service inquiries, billing support, and general customer assistance across phone, email, and chat. You’ll play a vital role in ensuring patients receive timely, accurate, and empathetic support while maintaining strict confidentiality and compliance standards.

If you’re bilingual, customer-focused, and passionate about helping people, this is an excellent opportunity to build a long-term career in healthcare support.

What You’ll Own

Patient Support & Communication

• Respond to patient inquiries via phone, email, and chat in both English and Spanish.
• Provide accurate information regarding appointments, services, billing, and insurance-related questions.
• Deliver compassionate, professional, and patient-first service during every interaction.
• Ensure patients feel informed, supported, and confident throughout their experience.
• Handle sensitive conversations with empathy and professionalism.

Appointment Scheduling & Coordination

• Schedule, confirm, reschedule, and follow up on patient appointments.
• Coordinate with internal teams to ensure seamless patient care.
• Escalate urgent or complex cases appropriately.
• Maintain scheduling accuracy and timely follow-through.

CRM Documentation & Compliance

• Maintain accurate and detailed patient records within CRM systems.
• Document all interactions according to quality and compliance standards.
• Follow HIPAA, confidentiality, and data privacy requirements.
• Keep communication history organized and up to date.

Team Collaboration & Continuous Improvement

• Collaborate with teammates and leadership to improve patient experience.
• Participate in onboarding, training, and continuous development.
• Adapt quickly to new systems, workflows, and process updates.
• Contribute to a positive and collaborative remote work environment.

Requirements

Must-Have Qualifications

Experience

• Minimum 1 year of customer service experience (healthcare experience preferred).
• Fluent in both English and Spanish (spoken and written).
• Experience using CRM systems and communication platforms.
• Strong computer proficiency and multitasking abilities.
• Ability to work consistently during U.S. business hours.
• High attention to detail and documentation accuracy.
• Reliable internet connection and professional remote workspace.

Nice-to-Have

• Experience in:

  • Healthcare
  • Medical Customer Service
  • Patient Support
  • Medical Reception

• Familiarity with:

  • Appointment scheduling
  • Insurance verification
  • Medical billing inquiries

• Experience supporting patients through:

  • Phone
  • Email