Customer Service Representative (Portuguese)

Third Way Health, Inc.; Lima Metropolitana; A distancia; PEN 33.000 - 56.000; Jornada completa

Descripción de la vacante

Third Way Health, Inc. is seeking a full-time Customer Service Representative in Lima, Peru (or Medellín, Colombia) to support US healthcare patients. You will handle scheduling, inquiries, and non-clinical concerns, communicating clearly in English and Portuguese, and guiding patients through our platforms.

Prior healthcare CS experience is a plus. Strong written and verbal communication, time management, and adaptability are essential as you collaborate with teams to improve the patient

Formación

• University degree required.
• Fluency in English and Portuguese is required.
• Strong written and verbal communication skills.
• Experience in customer service, preferably in healthcare, is a plus.
• Ability to work in a fast-paced environment.

Responsabilidades

• Take patient calls to schedule appointments and manage intake.
• Provide accurate, satisfactory answers to questions and concerns.
• De-escalate dissatisfied patients with empathy and support.
• Inform patients about test results and upcoming care events.
• Assist patients in navigating the website and app.
• Help patients find appropriate care and specialists.
• Review accounts and provide billing information updates.
• Collaborate with concierge services to improve experience.
• Assist in training new employees and communicate policies.

Conocimientos

Communication skills

Fluency English

Fluency Portuguese

Time management

Adaptability

Phone skills

Healthcare knowledge

Customer service

Salesforce Health Cloud

Educación

University degree

Herramientas

Salesforce Health Cloud

Descripción del empleo

Customer Service Representative (Portuguese)

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 Customer Service Representative for our Customer Service Team in Lima, Peru or Medellín, Colombia. As part of our 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 written and verbal communication skills (fluency in both English and Portuguese is required)
• 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