Contact Center Specialist

Intugo Mexico; Región Centro; On-site; MXN 185,000 - 250,000; Full time

Benefits offered by this job

Law benefits

Christmas bonus 30 days

Food vouchers

Private medical insurance

Job summary

Intugo, partnering with a healthcare-focused firm, seeks a Contact Center Specialist to support patients, providers, and consumers. You will handle high-volume inbound calls, assist with scheduling, verify demographics and insurance, and document interactions in EHR systems, all while upholding HIPAA standards.

The role emphasizes professional communication, accuracy, and teamwork across clinics and departments, with on-site work and a 7:00 AM–4:00 PM schedule, possibly including Saturdays.

Qualifications

• Completed degree / graduation required.
• Strong verbal and written communication skills.
• Ability to manage high-volume customer interactions professionally.
• Ability to multitask and navigate multiple computer applications simultaneously.
• Strong problem-solving skills and a customer-focused mindset.
• Ability to work on-site.
• Availability for the established 7:00 AM–4:00 PM schedule, Monday through Friday, with potential Saturday requirements.

Responsibilities

• Answer high-volume inbound calls from patients, providers, and healthcare consumers in a professional and courteous manner.
• Schedule, reschedule, and cancel patient appointments across healthcare facilities and clinics.
• Provide accurate information regarding healthcare services, providers, locations, and procedures.
• Verify patient demographics, insurance information, and registration details.
• Resolve customer concerns and inquiries while maintaining a high level of patient satisfaction.
• Accurately document interactions in electronic health record (EHR) and customer service systems.
• Collaborate with clinics, providers, and support departments to address patient needs and service issues.
• Follow established contact center procedures, workflows, and service standards.
• Maintain confidentiality of patient information and comply with HIPAA and privacy regulations.
• Meet performance expectations related to quality, productivity, attendance, and service levels.

Skills

Communication skills

Multitasking

High-volume calls

On-site work

Patient/customer service

Education

Completed degree

Tools

Epic (healthcare system)

Job description

On-site

Monday–Friday, 7:00 AM–4:00 PM

Monthly Gross Salary: $19,500 MXN

Benefits: Law benefits + 30 days of Christmas bonus + $1,000 MXN food vouchers + private medical insurance

About The Opportunity

Intugo, in partnership with a foreign company specializing in healthcare revenue cycle management and technology-enabled healthcare services, is looking for a Contact Center Specialist to support patients, providers, and healthcare consumers.

This position serves as a first point of contact, providing professional customer service through high-volume inbound calls. The role supports patient scheduling, registration, appointment management, information requests, and issue resolution while maintaining a positive patient experience and complying with healthcare privacy and service standards.

Key Responsibilities

• Answer high-volume inbound calls from patients, providers, and healthcare consumers in a professional and courteous manner.
• Schedule, reschedule, and cancel patient appointments across healthcare facilities and clinics.
• Provide accurate information regarding healthcare services, providers, locations, and procedures.
• Verify patient demographics, insurance information, and registration details.
• Resolve customer concerns and inquiries while maintaining a high level of patient satisfaction.
• Accurately document interactions in electronic health record (EHR) and customer service systems.
• Collaborate with clinics, providers, and support departments to address patient needs and service issues.
• Follow established contact center procedures, workflows, and service standards.
• Maintain confidentiality of patient information and comply with HIPAA and privacy regulations.
• Meet performance expectations related to quality, productivity, attendance, and service levels.

Requirements

• Completed degree / graduation required.
• Strong verbal and written communication skills.
• Ability to manage high-volume customer interactions professionally.
• Ability to multitask and navigate multiple computer applications simultaneously.
• Strong problem-solving skills and a customer-focused mindset.
• Ability to work on-site.
• Availability for the established 7:00 AM–4:00 PM schedule, Monday through Friday, with potential Saturday requirements.

Preferred Qualifications

• Previous experience in customer service, contact centers, healthcare, or patient access.
• Experience working with healthcare systems or Electronic Health Records (EHR).
• Experience with Epic is an advantage.
• Familiarity with patient scheduling, registration, insurance verification, or healthcare-related customer service is preferred.

Compensation & Benefits

• Gross monthly salary: $19,500 MXN
• Estimated net monthly salary: $16,680 MXN
• Gross biweekly salary: $8,980 MXN
• Estimated net biweekly salary: $7,686.12 MXN
• Law benefits
• 30 days of Christmas bonus
• $1,000 MXN in food vouchers
• Private medical insurance

Join Intugo and become part of a team supporting patients and healthcare providers while delivering a professional and positive service experience.