Remote Patient Concierge & Scheduler

Resolv Global; Puebla de Zaragoza; Remote; MXN 130,000 - 155,000; Full time

Job summary

Resolv Global is seeking Patient Services Representatives for a fully remote position based in Mexico. You will be the first point of contact for patients, helping them schedule appointments, answer inquiries, and navigate routine questions with professionalism and care.

Ideal candidates have customer service or call center experience, strong English communication, and attention to privacy. Training is provided, and you will work with HIPAA-compliant processes in a healthcare setting.

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.
• Experience with electronic health records (EHR), appointment scheduling platforms, or customer management systems is beneficial.

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.

Skills

English communication

Customer service

Call center experience

Inbound calls

EMR/EHR familiarity

Tools

EHR systems

Scheduling platforms

CRM systems

Job description

Resolv Global is seeking Patient Services Representatives for a fully remote position based in Mexico. You will be the first point of contact for patients, helping them schedule appointments, answer inquiries, and navigate routine questions with professionalism and care.

Ideal candidates have customer service or call center experience, strong English communication, and attention to privacy. Training is provided, and you will work with HIPAA-compliant processes in a healthcare setting.