Customer Service Representative (Lima, Peru)

Third Way Health; Lima Metropolitana; A distancia; PEN 138.000 - 207.000; Jornada completa

Descripción de la vacante

Third Way Health, in Peru, seeks a full-time Patient Concierge Representative to assist US-based patients with scheduling, inquiries, and non-clinical concerns. The role focuses on delivering compassionate support and guiding patients through our platform and network.

Ideal candidates are fluent in English and Spanish, with strong communication and organizational skills, and an empathetic approach to patient care in a fast-paced environment. Salesforce Health Cloud experience is a plus.

Formación

• University degree required.
• Fluent in English and Spanish (C1+ preferred).
• Patient and empathetic attitude.
• Strong time management and organization.
• Adaptability and flexibility.
• Comfortable working in fast-paced environments.
• Experience with Salesforce Health Cloud a plus.
• Phone skills with multi-line systems.
• Healthcare/customer service background a plus.

Responsabilidades

• Take patient calls and help schedule appointments.
• Provide accurate, satisfactory answers to queries and concerns.
• De-escalate situations with dissatisfied patients.
• Inform patients about test results or reminders.
• Guide patients through websites or apps.
• Help patients find the right care and specialists.
• Review patient accounts and provide billing information.
• Collaborate with concierge team to improve service.
• Assist in onboarding and training new staff.

Conocimientos

Bilingual English/Spanish

Communication

Customer service

Time management

Empathy

Phone skills

Educación

University degree

Herramientas

Salesforce Health Cloud

Descripción del empleo

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)
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• 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