Patient Services Representative

Resolv Global; Región Centro; Remote; MXN 118,000 - 168,000; Full time

Job summary

Resolv Global is hiring compassionate Patient Services Representatives to support a US-based healthcare organization in a fully remote role. You will be the first point of contact for patients, helping schedule appointments and answer routine questions with empathy and professionalism.

Strong English communication, meticulous attention to detail, and a commitment to patient privacy under HIPAA are essential. Paid training, a Monday–Friday schedule, and Mexico-based remote work are offered.

Qualifications

• Customer service or call center experience preferred.
• Ability to schedule, reschedule, and escalate appointments accurately.
• Excellent English communication and confidentiality skills.
• Must have own equipment and home workspace meeting technical requirements.

Responsibilities

• Answer incoming patient calls promptly with courteous assistance.
• Schedule, reschedule, confirm, and cancel medical appointments.
• Verify and record patient information per procedures.
• Document calls and requests in the systems.
• Protect patient confidentiality per HIPAA rules.
• Escalate clinical questions to appropriate personnel.

Skills

Strong English communication

Customer service experience

Empathy and active listening

Attention to detail

Multitasking

Tools

EHR systems

Scheduling software

Microsoft Teams

Job description

• Pre-Screen Questionnaire

Do you enjoy helping people, solving problems, and making a positive difference through exceptional customer service?

We are seeking compassionate, detail-oriented Patient Services Representatives to support a US-based healthcare organization. In this remote role, you will serve as an important first point of contact for patients, helping them schedule appointments, obtain general administrative information, and navigate routine inquiries with professionalism and care.

Every interaction matters. The ideal candidate understands the importance of listening carefully, communicating clearly, protecting confidential information, and ensuring that patients feel heard and supported.

This opportunity is well suited to candidates with customer service or call center experience who want to apply their communication and organizational skills in a healthcare environment. Previous healthcare experience is an advantage, but it is not required. Paid training will help you learn the relevant systems, procedures, and expectations for the role.

Key Responsibilities

• Answer incoming patient calls promptly and professionally, providing courteous and helpful assistance.
• Schedule, reschedule, confirm, and cancel medical appointments accurately.
• Assist patients with general appointment-related questions and administrative inquiries.
• Verify and record patient information according to established procedures.
• Document calls, patient requests, messages, and follow-up actions accurately in the appropriate systems.
• Route messages and inquiries to the appropriate healthcare providers or administrative teams.
• Follow scheduling protocols and coordinate appointments according to availability and service requirements.
• Navigate scheduling software, patient management systems, and other computer applications while assisting patients.
• Maintain a calm, empathetic, and professional approach when assisting frustrated, concerned, or anxious callers.
• Protect confidential patient information and follow applicable privacy, security, and HIPAA-related procedures.
• Follow established workflows, quality standards, and documentation requirements.
• Escalate clinical questions or sensitive issues to the appropriate personnel rather than providing information outside your responsibilities.

Technical Requirements (Non-Negotiable)

Applicants must have their own equipment and a suitable home workspace that meets all of the following requirements:

• Windows 11 PC (Mac not supported)
• Minimum 16 GB RAM
• Intel i5 processor or higher
• Dual monitors
• Webcam and wired USB headset
• Fiber internet with a wired Ethernet connection
• Backup power solution
• Microsoft Teams and Office 365

Applications that do not meet the minimum technical requirements may not move forward in the hiring process.

Working Hours

• Monday through Friday, 8:00 AM to 5:00 PM U.S. Eastern Time.
• Applicants must be able to work the full schedule consistently.

Compensation And Contract Details

• Rate: $5.50 USD per hour
• Payment: Paid weekly in arrears
• Contract type: Independent Contractor
• Work arrangement: Fully remote in Mexico only
• Training: Paid training

Hiring Process

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

Our process includes:

• Resume Review
• Pre-Screen Questionnaire
• One-Way Video Interview
• Pre-Screen interview
• Live Interviews
• Background Check

Important Application Requirements

• This position is fully remote and open exclusively to candidates currently based in Mexico.
• Resumes must be submitted in English. Spanish resumes will not be considered.
• Applicants must meet the technical requirements or be able to meet them before starting work.
• Candidates must be comfortable communicating professionally in English throughout their shift.
• Applicants must be willing to complete the required background check.

Requirements And Qualifications

• Strong spoken and written English communication skills.
• Previous customer service, call center, or customer support experience is preferred.
• Experience handling inbound calls and documenting customer interactions is an advantage.
• Medical scheduling, patient services, healthcare administration, or medical call center experience is a plus, but not mandatory.
• Experience with electronic health records (EHR), appointment scheduling platforms, or customer management systems is beneficial.
• Strong listening skills and the ability to communicate with empathy, patience, and professionalism.
• Excellent attention to detail when verifying information and recording interactions.
• Ability to multitask, prioritize tasks, and remain organized in a fast-paced environment.
• Confidence using computers and learning new software applications.
• Good judgment when handling confidential information and sensitive conversations.
• A dependable, service-oriented attitude and willingness to follow established procedures.