RCM Customer Service Representative

Enovis; Tijuana; Presencial; MXN 710.000 - 1.081.000; Jornada completa

Descripción de la vacante

Enovis is seeking a Patient Services Representative III to provide advanced case management and customer support for patients, healthcare providers, and insurers. You will act as a subject matter expert for complex cases, mentor team members, and drive process improvements across departments.

Excellent English and Spanish communication skills are required, with the ability to work East Coast hours. The role emphasizes a patient‑centric approach, collaboration with cross-functional teams, and a

Formación

• 3–5 years of customer service or patient services experience.
• 2–3 years bilingual English/Spanish experience in healthcare/call center.
• Proven ability to handle escalated cases and complex patient scenarios.
• Must work East Coast business hours as required.

Responsabilidades

• Provide advanced patient services and case management support to patients, providers, and payers.
• Own escalation management for complex issues with minimal supervision.
• Mentor and support junior Patient Services Representatives.
• Collaborate with Sales, IT, Service, Manufacturing, and other departments.
• Maintain accurate documentation and seek process improvements.

Conocimientos

Customer service

Bilingual English/Spanish

Healthcare support

Escalation management

Educación

High school diploma

Associate/Bachelor preferred

Herramientas

CRM systems

MS Office

Descripción del empleo

Who We Are

ABOUT ENOVIS™

Enovis Corporation (NYSE: ENOV) is an innovation-driven medical technology growth company dedicated to developing clinically differentiated solutions that generate measurably better patient outcomes and transform workflows. Powered by a culture of continuous improvement, global talent and innovation, the Company’s extensive range of products, services and integrated technologies fuels active lifestyles in orthopedics and beyond.For more information about Enovis, please visit [www.enovis.com](https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Furldefense.com%2Fv3%2F https%3A%2Fnam02.safelinks.protection.outlook.com%2F%3Furl%3Dhttps 2Furldefense.com 2Fv3*2F https 3A2Fnam02.safelinks.protection.outlook.com 3Furl3Dhttps 3A 2F 2F urldefense.com 2F v3 https 3A2Fnam02.safelinks.protection.outlook.com 2F 3Furl3Dhttps 3A2F 2Furldefense.com 2F v3 https 3A2Fnam02.safelinks.protection.outlook.com 2F 3Furl3Dhttp 3A2F 2F www.enovis.com 2F 26data3D04 7C01 7Cderek.leckow 40colfaxcorp.com 7C8e620863b690494cef5d08d9e811a929 7Cba47116b6e714c2789e43b4ad1994f4a 7C0 7C0 7C637795984842118773 7CUnknown 7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0 3D 7C3000 26sdata3Du7X 2FweoH7 2Fxo2XzJvkRH3cdfDDt4WK0Nd038a4oQ7f8 3D 26reserved3D0 3BJSUlJSUlJSUlJSUlJSUlJSUlJQ!!G5_cG5x_tzlVag!x8i1gRmgk-4GeyASy4J_F1R2IDH71HApoaScOgUP9txC5bhJsSvKPMwUEDrBdRnaxvsz24 26data3D04 7C01 7Cchristopher.hix 40colfaxcorp.com 7C82cafa54e4244378c6cd08d9ea3e8f29 7Cba47116b6e714c2789e43b4ad1994f4a 7C0 7C0 7C637798376699350576 7CUnknown 7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0 3D 3000 26sdata3DOqoyt3y7XkHGFH4Jvf2VAjfiSNoFLGAtAxRenKd2uMk 3D 26reserved3D0 3BJSUlJSUlJSUlJSoqKiolJSoqKioqKioqKioqKiUlKioqJSUlJSUlJSUlJSUlJSUlJSU!!G5_cG5x_tzlVag!3LDNHvOkho7ueuGRm-tPeKwYqpuUJY_N6TG9HEEADpHBEvJRWdLhT6gzs1xc3OaBX1fP24 26data3D04 7C01 7Cchristopher.hix 40colfaxcorp.com 7C8cac972a088340b1705308d9ea41ca67 7Cba47116b6e714c2789e43b4ad1994f4a 7C0 7C0 7C637798390558508665 7CUnknown 7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0 3D 3000 26sdata3Dr0a2GwMaBDzqhVdQ9g 2Bn1g77OF8gQIXqp4eVfwm1vP0 3D 26reserved3D0__ 3BJSUlJSUlJSUlJSoqKioqKioqKioqKioqKioqKioqKioqKioqKioqKioqKioqKiolJSoqKioqKioqKioqKiUlKiUlJSUlJSUlJSUlJSUlJSUlJQ!!G5_cG5x_tzlVag!3_r_bkeJ11BksKBNxz9LUdBMBPJLCCTXC8PATWA81m4gkpbSTrhKRLCIoG_xXsM0wgpw24%26data%3D04 7C01 7Cpatty.lang 40colfaxcorp.com 7C6c9786c0ec6b457a23a708d9ea485ae5 7Cba47116b6e714c2789e43b4ad1994f4a 7C0 7C0 7C637798418788815651 7CUnknown 7).

What You’ll Do

The Patient Services Representative III serves as a senior member of the Patient Services team, providing advanced case management and customer support to patients, healthcare providers, and insurance carriers. This role acts as a subject matter expert for complex patient cases, escalated customer service concerns, insurance benefit interpretation, product quality troubleshooting and reimbursement support. The representative independently manages challenging situations, mentors team members, identifies process improvements, and serves as a key resource across multiple departments.

This position requires exceptional communication skills, strong leadership capabilities, bilingual fluency in English and Spanish, required to work East Coast business hours from Monday through Friday, 5:00 AM PST to 2:00 PM PST.

Patient Support & Case Management

• Manage complex patient cases from initiation through resolution while ensuring a high standard of patient care and service.
• Serve as the primary point of contact for escalated patient, provider, and payer inquiries.
• Communicate detailed and technically complex benefit, insurance, reimbursement, and therapy-related information to patients and healthcare providers.
• Interpret and explain medical, insurance, and reimbursement information in a clear and understandable manner.
• Support Regen quality patient calls and troubleshooting.

Escalation Management

• Resolve advanced customer service issues and complex reimbursement challenges with minimal supervision.
• Investigate and address patient complaints, service concerns, and operational issues while ensuring timely resolution.
• Act as a resource for handling sensitive, high-priority, or critical patient situations.
• Exercise sound judgment when deviating from established procedures to achieve optimal patient outcomes.

Leadership & Team Support

• Serve as a mentor and resource for Patient Services Representatives I and II.
• Assist with onboarding, training, and knowledge-sharing initiatives.
• Provide guidance on complex cases, insurance benefit interpretation, and escalation management.
• Lead by example by demonstrating accountability, professionalism, and exceptional customer service.
• Support supervisors and management with departmental projects, reporting, and process improvement initiatives.

  Cross-Functional Collaboration

  • Partner with Sales, Information Technology, Service, Manufacturing, and other departments to ensure seamless patient support.
  • Communicate trends, recurring issues, and opportunities for process improvement to leadership.
  • Participate in testing, workflow enhancement, and operational improvement projects.
  • Support implementation of new programs, services, and departmental initiatives.

  Operational Excellence

  • Maintain detailed and accurate documentation in required systems.
  • Monitor case progress and proactively follow up to ensure timely completion.
  • Identify workflow inefficiencies and recommend improvements to enhance the patient experience.
  • Consistently meet or exceed quality, productivity, service level, and compliance expectations.

  REQUIREMENTS: EXPERIENCE, EDUCATION, SKILLS, AND KNOWLEDGE

  • High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
  • Minimum of 3-5 years of customer service, patient services, reimbursement, healthcare support, or related experience.
  • Minimum of 2-3 years of bilingual voice experience (English and Spanish) in a healthcare, patient support, call center, or customer service environment.
  • Demonstrated experience managing escalated customer service situations and complex patient cases.
  • Proven ability to work independently with limited supervision.
  • Strong leadership, coaching, and mentoring skills.
  • Ability to effectively communicate with patients, physicians, insurance carriers, and internal stakeholders.
  • Advanced verbal and written communication skills in both English and Spanish.
  • Strong organizational, analytical, and problem-solving abilities.
  • Proficiency with customer relationship management systems, patient management tools, and Microsoft Office applications.
  • Fluent bilingual proficiency in English and Spanish.
  • Skilled leader and self-starter with the ability to prioritize and manage competing responsibilities.
  • Advanced understanding of healthcare reimbursement and insurance benefit structures.
  • Ability to independently assess situations and make informed decisions.
  • Strong conflict resolution and de-escalation skills.
  • Excellent attention to detail and commitment to patient satisfaction.

  EQUAL EMPLOYMENT OPPORTUNITY
  Enovis provides equal employment opportunities based on merit, experience, and other work‑related criteria without regard to race, color, ethnicity, religion, national origin, sex, age, pregnancy, disability, veteran status, or any other status protected by applicable law. We also strive to provide reasonable accommodation to employees’ beliefs and practices that do not conflict with Enovis policies and applicable law. We value the unique contributions that every employee brings to their role with Enovis.