Medical Customer Service Representative

Job Description

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
• Live Chat
• Knowledge of HIPAA or healthcare compliance standards.
• Experience supporting U.S.-based healthcare organizations.

Tools & Technologies

• CRM Systems
• Slack
• Zoom
• Google Workspace
• Email & Chat Platforms
• Scheduling Systems

What Makes You a Strong Fit

• Fluent in English and Spanish with excellent communication skills.
• Compassionate, patient-focused, and calm under pressure.
• Highly organized with strong attention to detail.
• Comfortable handling sensitive and confidential information.
• Reliable, self-motivated, and accountable in a remote environment.
• Able to manage high communication volumes without sacrificing quality.
• Quick learner who adapts well to new systems and workflows.

What a Typical Day Looks Like

• Respond to inbound patient inquiries via phone, email, and chat.
• Schedule and confirm appointments.
• Answer questions about services, billing, and insurance.
• Coordinate with internal teams to resolve patient concerns.
• Update CRM records accurately after each interaction.
• Maintain HIPAA compliance and patient confidentiality.
• Deliver compassionate, efficient support throughout the day.

In short: You help patients navigate their healthcare experience by providing accurate information, dependable support, and exceptional customer service.

Key Metrics for Success (KPIs)

• Response time and issue resolution efficiency
• Accuracy and completeness of CRM documentation
• Patient satisfaction and service quality scores
• HIPAA and confidentiality compliance
• Appointment scheduling accuracy
• Attendance, reliability, and communication quality

Why This Role Stands Out

• Fully remote healthcare support opportunity.
• Long-term career stability in a growing healthcare environment.
• Meaningful work helping patients every day.
• Collaborative and supportive team culture.
• Ongoing training and professional development.
• Opportunity to grow into:
• Senior Customer Service Representative
• Patient Care Coordinator
• Medical Office Supervisor
• Operations Support Specialist

Interview Process

1. Initial Screening Call
2. Spark Hire Intro Video (3–5 minutes)
3. Final Client Interview
4. Offer & Onboarding

What Happens After You Apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. This short, self-recorded video is the next step that completes your application and can be recorded whenever it’s convenient for you.

Instead of repeating yourself across multiple screening calls, you’ll introduce yourself once, and your video will be shared with the hiring team. This helps the hiring team evaluate your communication style early, making future interviews more meaningful while reducing unnecessary interview rounds.

Don’t overthink it—you can record your video as many times as you’d like before submitting it. Only your final submission will be reviewed.

Please keep an eye on both your inbox and spam folder for your Spark Hire invitation after submitting your application.

Apply Now

If you’re a bilingual professional who enjoys helping others, communicating with empathy, and delivering outstanding patient support, we’d love to hear from you. Apply today and become an essential part of a growing healthcare support team.