Customer Service Representative (Portuguese)

Third Way Health; Medellín; Hybrid; COP 24,000,000 - 42,000,000; Full time

Job summary

Third Way Health is seeking a full-time Customer Service Representative to join our Customer Service Team in Medellín, Colombia or Lima, Peru. You will help patients schedule appointments, answer questions, and address non-clinical concerns to improve the healthcare experience for US patients.

The ideal candidate has a university degree, fluent English and Portuguese, excellent listening and communication skills, empathy, strong time management, and the ability to thrive in a fast-paced

Qualifications

• University degree
• Fluent in English and Portuguese
• Excellent written and verbal communication
• Strong active listening and empathy
• Comfortable in fast-paced environments
• Experience in customer service is a plus

Responsibilities

• Take patient calls and help schedule appointments and navigate intake
• Provide accurate, satisfactory answers to queries and concerns
• De-escalate dissatisfied patients with empathy and support
• Inform patients about test results and reminders in care plan
• Guide patients through navigating the practice website or app
• Assist patients in finding appropriate care and specialists
• Review accounts and provide updates on billing
• Collaborate with concierge services to improve patient experience
• Help train new employees on policies

Skills

Bilingual English-Portuguese

Active listening

Communication

Time management

Customer service experience

Empathy

Problem solving

Phone etiquette

Salesforce Health Cloud

Education

University degree

Tools

Salesforce Health Cloud

Job description

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