Job description
Medical Customer Service Representative (Bilingual English/Spanish) – Remote | Patient Support & Healthcare Coordination
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (LATAM-Friendly)
About the Role
At Pavago, one of our clients is hiring a Medical Customer Service Representative to support patients through appointments, inquiries, scheduling, and healthcare-related service coordination.
This is a patient-facing role focused on delivering compassionate, accurate, and professional support across:
Phone
Chat
You’ll act as a key point of contact for patients, helping them navigate services while ensuring every interaction is handled with empathy, clarity, and attention to detail.
If you’re fluent in English and Spanish, organized, patient-focused, and comfortable working in fast-paced support environments — this role is built for you.
What You’ll Own
Patient Support & Communication
Respond to patient inquiries across:
Phone
Chat
Provide accurate information regarding:
Appointment scheduling
Medical services
Insurance support
Billing inquiries
Deliver a compassionate, patient-first customer experience
Maintain professional communication during high-volume interactions
Issue Resolution & Service Coordination
Troubleshoot service-related or platform-related issues
Coordinate with internal teams to resolve patient concerns efficiently
Escalate complex or sensitive cases appropriately
Maintain clear communication throughout the resolution process
CRM, Documentation & Compliance
Maintain accurate and detailed CRM records for all patient interactions
Ensure documentation meets:
Quality standards
Compliance requirements
Internal workflows
Follow strict confidentiality and healthcare data security practices
Maintain HIPAA-conscious communication and documentation standards where applicable
Team Collaboration & Continuous Improvement
Collaborate with internal support and operations teams
Participate in:
Training sessions
Workflow improvements
Process updates
Adapt quickly to:
New systems
Support tools
Operational changes
Patient service protocols
What Success Looks Like
Fast, accurate response times for patient inquiries
High-quality CRM documentation and case tracking
Strong patient satisfaction and communication quality
Consistent compliance with confidentiality standards
Reliable attendance and responsiveness during U.S. business hours
What Makes You a Strong Fit
Fluent communicator in both English and Spanish
Empathetic and patient-focused
Strong attention to detail and documentation accuracy
Comfortable handling sensitive healthcare-related information
Calm under pressure and able to manage multiple conversations simultaneously
Reliable, organized, and self-motivated in remote environments
Requirements (Must-Have)
Experience
Minimum 1 year of customer service experience
Healthcare, patient services, or medical support experience preferred
Core Skills
Fluency in:
English
Spanish
(written and verbal)
Experience using:
CRM systems
Slack
Zoom
Phone/email/chat support tools
Strong communication and problem-solving abilities
High attention to detail and professionalism
Comfortable working remotely during U.S. business hours
Education
High school diploma required
Associate’s or Bachelor’s degree preferred
Nice to Have
Experience with:
Appointment scheduling
Insurance verification
Medical billing inquiries
Experience supporting customers across:
Phone
Chat channels
Prior healthcare or patient coordination experience
Tools & Platforms
CRM systems
Slack
Zoom
Phone support systems
Email and live chat platforms
What a Typical Day Looks Like
Respond to patient inquiries across multiple channels
Schedule appointments and answer service-related questions
Update CRM records and maintain documentation accuracy
Coordinate with internal teams to resolve issues
Escalate sensitive or urgent concerns appropriately
Follow compliance and confidentiality standards in every interaction
In short:
You help patients receive clear, reliable, and compassionate support throughout their healthcare experience.
Key Metrics (KPIs)
Response and resolution times
Accuracy and completeness of CRM documentation
Patient satisfaction and service quality scores
Compliance with confidentiality and security standards
Attendance, responsiveness, and reliability
Why This Role Stands Out
Meaningful, patient-focused work
Fully remote opportunity aligned with U.S. hours
Structured workflows and support systems
Growing healthcare support environment with ongoing hiring and expansion
Opportunity to build long-term healthcare operations and support experience
Interview Process
Initial Screening Call
Interview with Pavago Recruiter
Client Interview
Offer & Onboarding
Apply Now
If you’re a bilingual Medical Customer Service Representative who can deliver empathetic, accurate, and efficient patient support, this is a strong opportunity to join a growing healthcare-focused support team.
Apply now and help create a smooth, positive experience for every patient.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.