Customer Service Representative (Lima, Peru)

Third Way Health; Lima Metropolitana; Remote; PEN 69,000 - 92,000; Full time

Job summary

Third Way Health is seeking a full-time Patient Concierge Representative in Peru to support US-based patients with scheduling, inquiries, and non-clinical concerns.

You will handle calls, guide patients through online tools, and collaborate with internal teams to improve the overall patient experience.

Qualifications

• University degree required.
• Fluent in English and Spanish (C1+ preferred).
• Excellent written and verbal communication and empathy.
• Strong time management and organizational skills.
• Able to work in fast-paced environments.

Responsibilities

• Take patient calls and schedule appointments.
• Provide accurate answers to patients' queries and concerns.
• De-escalate situations involving dissatisfied patients and offer support.
• Inform patients about available test results or reminders in their care plan.
• Guide patients through navigating the practice website and the member/patient app.
• Help patients find the right care and specialists within the network.
• Review patient accounts and provide updates on billing and other items.
• Collaborate with concierge services to improve patient experience.
• Assist in training new employees and inform them about company policies.

Skills

Fluent English

Fluent Spanish

Excellent written and verbal

Customer service experience

Phone skills

Time management

Adaptability

University degree

Education

University degree

Tools

Salesforce Health Cloud

Job description

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