Bilingual Patient Services Representative

Resolv Global; Xalapa-Enríquez; Presencial; MXN 117.000 - 164.000; Jornada completa

Descripción de la vacante

Resolv Global is hiring a Bilingual Patient Services Representative to support patients and providers remotely from Mexico. You will handle inbound calls, manage appointments, and perform outbound outreach while following approved scripts and workflows.

The role requires English and Spanish fluency, healthcare experience, and strong data-entry accuracy. The position is fully remote in Mexico with company equipment provided.

Formación

• Fluent/professional English and Spanish, both spoken and written.
• At least 6 months of customer service experience in healthcare settings.
• Experience handling inbound calls and outbound follow-up in a structured environment.
• Excellent data entry and attention to detail.

Responsabilidades

• Handle inbound patient calls, messages, appointment requests, callbacks, and general nonclinical inquiries.
• Schedule, reschedule, confirm, and cancel appointments according to provider/workflow requirements.
• Make outbound calls for appointment follow-ups and patient outreach campaigns.
• Follow scripts for call workflows and route clinical questions to licensed staff.
• Support insurance verification and prior‑authorization workflows.
• Conduct Medicare, MIPS, and HEDIS outreach activities.
• Document calls and scheduling information accurately in systems.
• Escalate and communicate patient needs to office staff.
• Maintain attendance, schedule adherence, and patient experience standards.

Conocimientos

Bilingual English/Spanish

Customer service

Communication skills

Herramientas

EMR/EHR

Telephony platform

Descripción del empleo

We are hiring Bilingual Patient Services Representatives to join a growing healthcare support team in a fully remote role based in Mexico.

In this position, you will serve as an important point of contact for patients and healthcare providers, supporting both inbound patient calls and proactive outbound outreach. You will help patients with appointments, follow-ups, general nonclinical questions, and other patient-support needs while ensuring every interaction is handled professionally, accurately, and with care.

This is a great opportunity for someone with healthcare, medical office, patient services, healthcare contact center, insurance, or scheduling experience who is comfortable working in a structured, high-accountability environment.

What You'll Do

• Handle inbound patient calls, messages, appointment requests, callbacks, and general nonclinical inquiries.
• Schedule, reschedule, confirm, and cancel appointments according to established provider and workflow requirements.
• Make outbound calls for appointment follow-ups, Annual Wellness Visits, new initiatives, canceled or unconfirmed appointments, website requests, and other approved patient‑engagement campaigns.
• Follow approved scripts for results‑call workflows and appropriately route clinical questions to licensed staff.
• Support insurance verification and prior‑authorization workflows within the assigned scope.
• Conduct approved Medicare, MIPS, HEDIS, and other patient outreach activities.
• Communicate clearly and patiently with patients, including older adults who may require additional explanation, repetition, or a slower speaking pace.
• Accurately document calls, patient interactions, appointment information, outcomes, messages, and follow-up requirements in the appropriate systems.
• Communicate patient needs, scheduling challenges, escalations, and unresolved issues to office staff.
• Maintain strong attendance, schedule adherence, productivity, quality, and patient‑experience standards.

Work From Home & Technical Requirements

Company equipment will be provided.

You will need:

• A reliable high‑speed Ethernet connection with at least 25‑30 Mbps download speed.
• A dedicated, quiet, and secure workspace.
• Professional wired USB headset.
• Web‑enabled camera and microphone.
• Active email account.
• Dual monitors.

Schedule

Monday‑Friday | 8:00 AM-5:00 PM Pacific Time

• Weekends off
• Fully remote; work from home in Mexico

Compensation & Contract

• $5.50 USD per hour
• 40 hours per weekPaid weekly in arrears
• Independent Contractor position

Hiring Process

To ensure fairness and consistency, all applicants must complete every stage of the hiring process.

Our process includes:

• Resume and Pre‑Screen Questionnaire
• One‑Way Video Interview
• Pre‑Screen interview
• Client Interview

Please Note

• This is an English‑speaking role that requires strong written and verbal English communication skills.
• All resumes must be submitted in English to be considered for this position.

Requirements

What We're Looking For

• Fluent/professional English and Spanish, both spoken and written.
• At least 6 months of customer service experience in a doctor's office, clinic, healthcare contact center, insurance office, scheduling operation, or similar patient‑support environment.
• Experience handling inbound calls and outbound follow‑up in a structured environment.
• Strong attention to detail and accurate data entry skills.
• Excellent organization and follow‑through.
• Ability to learn and consistently follow scripts, SOPs, workflows, escalation procedures, and documentation standards.
• Ability to multitask across phone systems, electronic medical records, online requests, and internal communications.
• Reliable attendance and strong schedule adherence.
• A dedicated, quiet, secure work‑from‑home environment suitable for handling confidential patient information.
• A secondary location available in case of a home internet or power outage.

Preferred Experience

• Healthcare scheduling across multiple providers, clinics, or appointment types.
• Insurance verification or prior authorization.
• Medicare or Annual Wellness Visit outreach.
• MIPS or HEDIS workflows.
• Medical front desk, patient access, referrals, or back‑office support.
• Experience with an EMR/EHR and contact‑center telephony platform.
• Aprima or Intermedia/Elevate experience is a plus, but not required.
• Experience identifying patient‑access barriers and suggesting practical workflow improvements.