Customer Service Representative (Portuguese)

Third Way Health, Inc.; Medellín; On-site; COP 37,969,000 - 56,953,000; Full time

Job summary

Third Way Health is hiring a full-time Customer Service Representative (Portuguese) to join the team in Medellín, Colombia (or Lima, Peru). You will assist patients with scheduling, answer questions, and address non-clinical concerns, maintaining empathy and professionalism.

The role requires strong English and Portuguese communication, a university degree, and comfort working in a fast-paced environment. Experience with patient portals and billing support is a plus.

Qualifications

• University degree completed.
• Fluent in English and Portuguese.
• Experience in customer service/healthcare is a plus.

Responsibilities

• Take patient calls and help patients to schedule appointments.
• Provide accurate, satisfactory answers to patients’ queries and concerns.
• De-escalate situations involving dissatisfied patients.
• Inform patients about available test results or upcoming care events.
• Guide patients through navigating the website and patient app.
• Help patients find the right care and specialists within the network.
• Review patient accounts and provide billing information.
• Collaborate with concierge services to improve patient experience.
• Assist in training new employees on customer management policies.

Skills

English

Portuguese

Communication

Time management

Organizational skills

Empathy

Adaptability

Phone skills

Education

University degree

Tools

Salesforce Health Cloud

Job description

Customer Service Representative (Portuguese)

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.

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)
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• 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