# Medical Customer Service Representative

> Pavago · Mexico (Remote) · — · Posted 2026-04-28

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

**Job Title:** Medical Customer Service Representative (Bilingual – English/Spanish)

**Position Type:** Full-Time, Remote

**Working Hours:** U.S Hours

**About the Role**

We are seeking a highly empathetic, detail-oriented, and bilingual (English/Spanish) Medical Customer Service Representative to support patients throughout their healthcare journey. In this role, you will serve as a primary point of contact for patients, providing timely assistance, answering inquiries, and ensuring a smooth and positive experience across all communication channels.

This position is ideal for someone who is comfortable working remotely, handling sensitive information with care, and delivering consistent, high-quality customer support in a fast-paced healthcare environment. We regularly hire for this role, welcoming new team members each month as we continue to grow.

**Responsibilities**

Patient Support & Communication

-   Respond to patient inquiries via phone, email, and chat in a timely and professional manner.
-   Provide clear and accurate information regarding medical services, appointment scheduling, insurance support, and billing inquiries.
-   Deliver a compassionate and reassuring experience for patients at every touchpoint.

**Issue Resolution & Service Coordination**

-   Troubleshoot issues related to services or internal technology platforms.
-   Collaborate with internal teams to ensure seamless service delivery and follow-through.
-   Escalate complex cases appropriately while maintaining clarity and patient trust.

**CRM, Documentation & Compliance**

-   Maintain accurate and detailed records of patient interactions in the CRM.
-   Ensure all documentation meets quality, accuracy, and compliance standards.
-   Uphold strict patient confidentiality and data security best practices at all times.

**Team Collaboration & Continous Improvement**

-   Communicate effectively with team members to support workflow efficiency.
-   Participate in training and ongoing development initiatives.
-   Adapt quickly to evolving tools, processes, and patient needs.

**What Makes You a Perfect Fit**

-   You are fluent in both English and Spanish and communicate clearly and empathetically.
-   You enjoy helping patients and delivering thoughtful, patient-first support.
-   You are detail-oriented and take confidentiality and data security seriously.
-   You are reliable, self-motivated, and comfortable working independently in a remote role.
-   You adapt well to change and thrive in a fast-paced environment.

**Required Experience & Skills**

-   Minimum of 1 year of experience in a customer service role (healthcare experience preferred).
-   Fluency in English and Spanish (verbal and written).
-   High school diploma required; Associate’s or Bachelor’s degree preferred.
-   Experience using CRM systems and communication tools such as Slack and Zoom.
-   Ability to work consistently within LATAM time zones.

**Ideal Experience & Skills**

-   Previous experience in healthcare, medical support, or patient services.
-   Familiarity with appointment scheduling, insurance verification, or billing inquiries.
-   Experience supporting customers across phone, email, and chat channels.

**What Does a Typical Look Like ?**

A Medical Customer Service Representative’s day is focused on delivering reliable, compassionate, and efficient patient support. You will:

-   Respond to patient inquiries across phone, email, and chat channels.
-   Assist with appointment scheduling and general service-related questions.
-   Document interactions accurately and consistently in the CRM.
-   Coordinate with internal teams to resolve patient issues.
-   Follow confidentiality and compliance standards in every interaction.

In short: You support patients by providing clear communication, dependable service, and a positive healthcare experience from start to finish.

**Key Metrics for Success (KPIs)**

-   Response time and issue resolution efficiency
-   Accuracy and completeness of CRM documentation
-   Patient satisfaction and service quality scores
-   Compliance with confidentiality and data security standards
-   Consistent attendance and reliability

**Interview Process**

1.  Initial Screening Call
2.  Interview with Pavago Recruiter
3.  Client Interview
4.  Offer & Onboarding

#LI-AG1

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/065899EC79/apply)

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