Customer Service Representative

Third Way Health; Miraflores; Presencial; PEN 25.000 - 42.000; Jornada completa

Descripción de la vacante

Third Way Health is seeking a Patient Concierge Representative in Peru to support the US healthcare experience. You will handle scheduling, answer questions, and address non-clinical concerns with empathy and excellent communication.

Ideal candidates are fluent in English and Spanish, possess strong listening skills, and thrive in fast-paced settings. This full-time role focuses on guiding patients through portals, coordinating care, and assisting billing inquiries.

Formación

• University degree required.
• Fluent in English and Spanish (C1+).
• Strong communication and active listening skills.
• Empathetic, patient attitude and good time management.
• Able to work in a fast-paced environment.
• Familiarity with basic troubleshooting.
• Experience with customer service or healthcare helpful.

Responsabilidades

• Take patient calls and assist with scheduling and intake navigation.
• Provide accurate, satisfactory answers to patient questions.
• De-escalate dissatisfied patients and offer support.
• Inform patients about test results or upcoming care events.
• Guide patients through the practice website and apps.
• Help patients find appropriate care and specialists within the network.
• Review patient accounts and provide billing information updates.
• Collaborate with concierge team to improve patient experience.
• Assist in training new staff on policies and procedures.

Conocimientos

Bilingual English/Spanish

Active listening

Empathy

Time management

Communication skills

Adaptability

Phone skills

Troubleshooting

Customer service

Healthcare experience

Educación

University degree

Herramientas

Salesforce Health Cloud

Descripción del empleo

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