Customer Service Representative (Portuguese)

Third Way Health, Inc.; Colombia; On-site; COP 20,088,000 - 26,784,000; Full time

Job summary

Third Way Health, Inc. is seeking a full-time Customer Service Representative to support US healthcare clients from Lima, Peru or Medellín, Colombia. You will handle scheduling, answer questions, and address non-clinical concerns with empathy and clarity.

Ideal candidates are fluent in English and Portuguese, possess strong communication and active listening skills, and thrive in fast-paced environments while ensuring patient satisfaction.

Qualifications

• University degree required.
• Fluency in English and Portuguese required.
• Strong written and verbal communication skills and active listening.
• Empathetic and patient attitude.
• Strong time management and organizational skills.
• Able to adapt and thrive in fast-paced environments.
• Experience with customer service in healthcare is a plus.

Responsibilities

• Take patient calls and help schedule appointments.
• Provide accurate, satisfactory answers to patient queries.
• De-escalate situations and provide patient assistance.
• Inform patients about test results and upcoming care events.
• Guide patients through the website and patient app navigation.
• Assist patients in finding appropriate care and specialists.
• Review patient accounts and assist with billing information.
• Collaborate with concierge services to improve patient experience.
• Help train new employees on customer management policies.

Skills

Written and verbal communication

Active listening

Patient empathy

Time management

Organizational skills

Adaptability

Fast-paced environments

Troubleshooting

Phone skills

Education

University degree

Tools

Salesforce Health Cloud

Job description

company

Who we are:

third way health ( www.thirdway.health ) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

role

About the position:

We’re looking for a full-time Customer Service Representative for our Customer Service Team in Lima, Peru or Medellín, Colombia. As part of our team, you will have the chance to help us improve the healthcare experience in the US for thousands of patients. Ideal candidates are passionate about helping patients with scheduling appointments, answering questions, and addressing any non-clinical concerns.

Responsibilities:

• Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc.
• Provide accurate, satisfactory answers to patients’ queries and concerns
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit)
• Guide patients through navigating the practice website and or troubleshooting the member/patient app
• Help patients to find the right care and specialists within the practice network
• Review patient accounts, providing updates and information about billing and other account items
• Collaborate with other concierge services professionals to improve patient experience
• Help to train new employeesand inform them about the company’s customer management policies

Required skills and qualifications:

• University degree
• Strong written and verbal communication skills (fluency in both English and Portuguese is required)
• Great active listening skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Excellent troubleshooting skills
• Computer literacy (experience with Salesforce Health Cloud is a plus)
• Phone skills, including familiarity with complex or multi-line phone systems
• Expertise in the customer service area and/or healthcare is a plus