Medical Customer Service Representative

Role Summary

• 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)

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.

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

Experience using

• CRM systems
• Slack

Zoom

• Remote communication tools
• Comfortable managing multiple communication channels simultaneously

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.

Responsibilities

Patient Support & Communication

Requirements

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)

Education

• High school diploma required

Associate’s or Bachelor’s degree preferred

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

Reliable remote work setup and stable internet connection

• Ability to work aligned with LATAM/U.S. business hours

About the Company

Work directly with leadership in a highly visible role.

Operate at the forefront of AI, marketing, and automation.

Gain exposure across content, growth, outreach, events, and operations.

Significant ownership and creative freedom.

Opportunity to build systems that directly impact business growth.

Fully remote work environment.

Additional Information

Initial Screening Call

• Interview with Pavago Recruiter

Client Interview

• Offer & Onboarding

Apply Now