Patient Services Representative

Resolv Global; Xalapa-Enríquez; Remote; MXN 118,000 - 167,000; Full time

Benefits offered by this job

Paid training

Weekly payments

Remote work in Mexico

Job summary

Resolv Global is seeking compassionate Patient Services Representatives to support a US-based healthcare organization in a fully remote role based in Mexico. You will assist patients with scheduling, information, and routine inquiries with care and professionalism.

Ideal candidates have customer service or call center experience, good English communication, and a patient-first mindset. Training is paid, and work is fully remote in Mexico with weekly payments.

Qualifications

• Excellent spoken and written English.
• Previous customer service, call center, or support experience preferred.
• Experience documenting interactions is an advantage.
• Ability to follow privacy and confidentiality requirements.

Responsibilities

• Answer incoming patient calls promptly and professionally.
• Schedule, reschedule, confirm, and cancel medical appointments.
• Assist patients with general appointment questions and administrative inquiries.
• Verify and record patient information in system.
• Document calls, requests, messages, and follow-up actions accurately.
• Route messages to providers or administrative teams.
• Follow scheduling protocols and coordinate appointments.
• Navigate scheduling software and patient management systems.
• Maintain a calm, empathetic, and professional approach with callers.
• Protect confidential patient information and follow privacy procedures.
• Escalate clinical questions to appropriate personnel.

Skills

English

Customer service

Call center

Attention to detail

Professionalism

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)

• 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

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

Hiring Process

• 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.