Customer Service Representative

virtual-front-office; Lima Metropolitana; Presencial; PEN 102.000 - 170.000; Jornada completa

Descripción de la vacante

third way health is seeking a full-time Patient Concierge Representative for its Peru area. The role focuses on scheduling, answering questions, and handling non-clinical concerns to improve the patient experience in the US healthcare system.

The ideal candidate communicates fluently in English and Spanish, demonstrates empathy, and thrives in fast-paced environments while managing time effectively and troubleshooting issues as they arise.

Formación

• University degree.
• Fluent in English and Spanish (C1 or above preferred).
• Strong communication and active listening skills.
• Ability to de-escalate and help customers conscientiously.
• Comfortable in fast-paced environments.
• Good time management and organizational skills.

Responsabilidades

• Take patient calls and help patients schedule appointments and navigate intake.
• Provide accurate, satisfactory answers to patients’ questions and concerns.
• De-escalate dissatisfied patients and offer assistance.
• Inform patients about test results or upcoming events in their care plan.
• Guide patients through website and patient app navigation.
• Assist patients in finding appropriate care and specialists within the network.
• Review patient accounts and provide updates on billing and other items.
• Collaborate with concierge team to improve patient experience.
• Help train new employees and communicate policies.

Conocimientos

Bilingual English/Spanish

Active listening

Empathy

Time management

Organizational skills

Adaptability

Fast-paced environment

Troubleshooting

Phone skills

Customer service

Healthcare familiarity

Educación

University degree

Herramientas

Salesforce Health Cloud

Descripción del empleo

Who we are:

third way health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

About the position:

We’re looking for a full-time Patient Concierge Representative for our Patient Concierge Team in the Peru area. As part of our Patient Concierge Team you will have the chance to help us improve the healthcare experience in the US for thousands of patients. Ideal candidates are passionate about helping patients with scheduling appointments, answering questions, and addressing any non-clinical concerns.

Responsibilities:

• Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc.
• Provide accurate, satisfactory answers to patients’ queries and concerns
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit)
• Guide patients through navigating the practice website and or troubleshooting the member/patient app
• Help patients to find the right care and specialists within the practice network
• Review patient accounts, providing updates and information about billing and other account items
• Collaborate with other concierge services professionals to improve patient experience
• Help to train new employeesand inform them about the company’s customer management policies

Required skills and qualifications:

• University degree
• Strong communication, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)
• Great active listening skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Excellent troubleshooting skills
• Computer literacy (experience with Salesforce Health Cloud is a plus)
• Phone skills, including familiarity with complex or multi-line phone systems
• Expertise in the customer service area and/or healthcare is a plus