Medical Customer Service Representative

Pavago

United States

Remote

USD 38,000 - 64,000

Full time

4 days ago

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Job summary

Pavago is seeking a Medical Customer Service Representative (Bilingual English/Spanish) for a fully remote role. You’ll handle patient inquiries, scheduling, billing support, and HIPAA-compliant communications across phone, email, and chat, serving U.S.

patients from a remote location. Ideal candidates are fluent in English and Spanish, have at least 1 year of customer service experience (healthcare preferred), and are comfortable working during U.S.

Qualifications

1 year of customer service experience (healthcare preferred).
Fluent in English and Spanish (spoken and written).
Experience using CRM systems and communication platforms.
Ability to work during U.S. business hours.
Strong attention to detail and documentation accuracy.

Responsibilities

Respond to patient inquiries via phone, email, and chat in English and Spanish.
Provide information on appointments, services, billing, and insurance.
Deliver compassionate, patient-first service in every interaction.
Maintain accurate patient records in CRM.
Follow HIPAA and data privacy requirements.
Coordinate with internal teams to ensure seamless care.
Escalate urgent or complex cases as needed.

Skills

Customer service

Bilingual English/Spanish

Remote work

CRM systems

Healthcare experience

Tools

CRM systems

Slack

Zoom

Google Workspace

Job description

Medical Customer Service Representative (Bilingual – English/Spanish) – Remote

Healthcare Support | Patient Services | Appointment Scheduling | Customer Service

Position Type: Full-Time, Remote
Location: Remote (LATAM Preferred)
Working Hours: U.S. Business Hours

About the Role

At Pavago, one of our clients is hiring a Medical Customer Service Representative (Bilingual – English/Spanish) to provide compassionate, high-quality support to patients throughout their healthcare journey.

This is a patient-facing role where you’ll assist with appointment scheduling, service inquiries, billing support, and general customer assistance across phone, email, and chat. You’ll play a vital role in ensuring patients receive timely, accurate, and empathetic support while maintaining strict confidentiality and compliance standards.

If you’re bilingual, customer-focused, and passionate about helping people, this is an excellent opportunity to build a long-term career in healthcare support.

What You’ll Own

Patient Support & Communication

Respond to patient inquiries via phone, email, and chat in both English and Spanish.
Provide accurate information regarding appointments, services, billing, and insurance-related questions.
Deliver compassionate, professional, and patient-first service during every interaction.
Ensure patients feel informed, supported, and confident throughout their experience.
Handle sensitive conversations with empathy and professionalism.

Appointment Scheduling & Coordination

Schedule, confirm, reschedule, and follow up on patient appointments.
Coordinate with internal teams to ensure seamless patient care.
Escalate urgent or complex cases appropriately.
Maintain scheduling accuracy and timely follow-through.

CRM Documentation & Compliance

Maintain accurate and detailed patient records within CRM systems.
Document all interactions according to quality and compliance standards.
Follow HIPAA, confidentiality, and data privacy requirements.
Keep communication history organized and up to date.

Team Collaboration & Continuous Improvement

Collaborate with teammates and leadership to improve patient experience.
Participate in onboarding, training, and continuous development.
Adapt quickly to new systems, workflows, and process updates.
Contribute to a positive and collaborative remote work environment.

Requirements

Must-Have Qualifications

Experience

Minimum 1 year of customer service experience (healthcare experience preferred).
Fluent in both English and Spanish (spoken and written).
Experience using CRM systems and communication platforms.
Strong computer proficiency and multitasking abilities.
Ability to work consistently during U.S. business hours.
High attention to detail and documentation accuracy.
Reliable internet connection and professional remote workspace.

Nice-to-Have

Experience in:

Healthcare
Medical Customer Service
Patient Support
Medical Reception

Familiarity with:

Appointment scheduling
Insurance verification
Medical billing inquiries

Experience supporting patients through:

Phone
Email
Live Chat

Knowledge of HIPAA or healthcare compliance standards.
Experience supporting U.S.-based healthcare organizations.

Tools & Technologies

CRM Systems
Slack
Zoom
Google Workspace
Email & Chat Platforms
Scheduling Systems

What Makes You a Strong Fit

Fluent in English and Spanish with excellent communication skills.
Compassionate, patient-focused, and calm under pressure.
Highly organized with strong attention to detail.
Comfortable handling sensitive and confidential information.
Reliable, self-motivated, and accountable in a remote environment.
Able to manage high communication volumes without sacrificing quality.
Quick learner who adapts well to new systems and workflows.

What a Typical Day Looks Like

Respond to inbound patient inquiries via phone, email, and chat.
Schedule and confirm appointments.
Answer questions about services, billing, and insurance.
Coordinate with internal teams to resolve patient concerns.
Update CRM records accurately after each interaction.
Maintain HIPAA compliance and patient confidentiality.
Deliver compassionate, efficient support throughout the day.

In short: You help patients navigate their healthcare experience by providing accurate information, dependable support, and exceptional customer service.

Key Metrics for Success (KPIs)