Medical Customer Service Representative

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
• Email
• 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
• Email
• 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
• Email
• 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.