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Medical Customer Service Representative (Bilingual English/Spanish) – Remote Position Type: Full-Time, Remote Working Hours: U.S. Business Hours Language Requirement: Fluent English & Spanish (Written + Verbal)
About the Role
We’re hiring a Bilingual Medical Customer Service Representative to support patients throughout their healthcare experience by providing compassionate, accurate, and timely customer support.
This role is ideal for someone who is:
Patient-focused
Empathetic
Organized
Detail-oriented
Comfortable in a fast-paced healthcare environment
You’ll serve as a primary point of contact for patients across:
Phone support
Email communication
Chat support
Appointment coordination
Billing and insurance inquiries
This is a fully remote healthcare customer support role with consistent hiring opportunities as the team continues to grow.
What You’ll Do
Patient Support & Communication
Respond to patient inquiries via:
Phone
Email
Chat
Provide clear information regarding:
Medical services
Appointment scheduling
Billing questions
Insurance-related inquiries
Deliver compassionate, patient-first customer service in every interaction
Maintain professionalism, empathy, and responsiveness throughout the patient journey
Appointment Scheduling & Service Coordination
Assist patients with scheduling and rescheduling appointments
Coordinate with internal healthcare and support teams
Ensure timely follow-up and issue resolution
Escalate complex patient concerns appropriately while maintaining trust and clarity
CRM Documentation & Compliance
Maintain accurate patient interaction records within the CRM
Ensure documentation is complete, organized, and compliant
Follow HIPAA, confidentiality, and healthcare data security standards
Protect patient information and maintain privacy at all times
Customer Service & Issue Resolution
Troubleshoot service-related or platform-related issues
Resolve patient concerns efficiently and professionally
Support positive patient experiences across all communication channels
Adapt quickly to changing workflows, tools, and operational updates
Team Collaboration & Operational Support
Communicate effectively with internal teams to improve workflow efficiency
Participate in onboarding, training, and ongoing development sessions
Contribute to process improvements and support team collaboration
Requirements
Experience
Minimum 1 year of customer service experience
Healthcare, medical support, or patient services experience preferred
Language Skills
Fluent English and Spanish communication skills (written and verbal)
Technical Skills
Experience using:
CRM systems
Slack
Zoom
Remote communication tools
Comfortable managing multiple communication channels simultaneously
Education
High school diploma required
Associate’s or Bachelor’s degree preferred
Work Environment
Reliable remote work setup and stable internet connection
Ability to work aligned with LATAM/U.S. business hours
Nice to Have
Experience with:
Appointment scheduling
Insurance verification
Medical billing support
Patient coordination
Experience supporting patients through:
Phone
Email
Live chat
Familiarity with healthcare compliance and confidentiality standards
What a Typical Day Looks Like
Respond to patient inquiries across phone, email, and chat
Schedule appointments and assist with service-related questions
Update CRM records and maintain accurate documentation
Coordinate with internal teams to resolve patient concerns
Support patients with professionalism, empathy, and urgency
Maintain compliance and confidentiality standards throughout the day
In short: you’ll help patients feel supported, informed, and cared for throughout their healthcare experience.
Key Metrics (KPIs)
Response time and issue resolution efficiency
Accuracy and completeness of CRM documentation
Patient satisfaction and service quality scores
Compliance with confidentiality and security standards
Reliability, attendance, and responsiveness
Why This Role Stands Out
Fully remote healthcare customer support opportunity
Consistent hiring and long-term growth potential
Strong focus on patient experience and meaningful support work
Opportunity to develop experience in:
Healthcare operations
Medical customer service
Patient coordination
Healthcare communication systems
Growth opportunities into:
Patient Success Specialist
Medical Operations Coordinator
Healthcare Support Lead
Interview Process
Initial Screening Call
Interview with Pavago Recruiter
Client Interview
Offer & Onboarding
Apply Now
If you:
Enjoy helping people and solving problems
Communicate with empathy and professionalism
Thrive in fast-paced customer support environments
Want to grow within healthcare support and patient services
This is a strong opportunity to build a long-term remote career in healthcare customer support.
