# Bilingual Phone Representative > Pearl · Honduras (Remote) · Full-time · Posted 2026-08-18 **Workplace:** remote **Department:** Marketing & Communication ## Description **Work From Anywhere in LATAM** A virtual pediatric healthcare provider specializing in multispecialty ADHD care is looking for a Bilingual Phone Representative to onboard prospective patients and schedule their first appointments over the phone. The practice delivers clinician-led, guideline-based care through a collaborative team of medical and behavioral specialists, and is standing up a brand-new concierge function — making this the first hire on an emerging patient-experience team with a clear path toward future leadership. Day-to-day, the role handles inbound and outbound calls to prospective families, guides them through onboarding, explains complex billing and insurance information, navigates objections and difficult conversations, and ensures patients complete post-call steps such as consent forms and diagnostic uploads. The representative also acts as liaison between families and providers and surfaces technical issues to product and engineering. Success means a smooth onboarding experience, consistently met scheduling and sales targets, and reliable feedback loops across teams. ### Core Responsibilities **Client Relationship Management & Strategic Partnership (35%)** - Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact - Understand clients' business goals, challenges, and needs through regular discovery and consultation - Act as strategic partner offering proactive solutions aligned with client objectives - Communicate regularly with clients via email, phone, video conferences, and other channels - Provide guidance on how clients can best utilize solutions to meet their specific needs - Build rapport and ensure clients feel valued, supported, and heard throughout their journey - Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally **Client Onboarding & Product Adoption (30%)** - Assist new clients during onboarding, ensuring smooth implementation and setup - Provide education and training on product features, benefits, and best practices - Conduct product training sessions to ensure clients are proficient in using offerings - Guide clients through initial setup with clarity about services, procedures, and expectations - Facilitate enrollment and verify that all documentation is accurate and complete - Monitor early adoption patterns and provide proactive support during critical first 90 days - Ensure clients achieve early wins and understand value proposition clearly **Account Growth & Performance Monitoring (20%)** - Monitor and analyze client usage data to identify trends, opportunities, and potential issues - Identify opportunities for upselling or cross-selling additional products or services - Collaborate with sales teams to explore potential growth avenues and expansion opportunities - Track and report key performance metrics related to client success and engagement - Proactively address underutilization or engagement drops before they lead to churn - Present business reviews showcasing ROI, usage insights, and recommendations - Drive account expansion through strategic consultation and value demonstration **Issue Resolution & Cross-Functional Collaboration (10%)** - Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues - Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence - Ensure timely and satisfactory issue resolution to maintain client satisfaction - Partner with Care Operations, Revenue Operations, and other teams to optimize workflows - Work cross-functionally to address client needs and remove barriers to success - Advocate for clients internally, ensuring their voice influences product and process decisions **Documentation, Reporting & Process Improvement (5%)** - Maintain up-to-date client interaction records in CRM and management systems - Gather client feedback to help improve products, services, and internal processes - Create and maintain reports on client success metrics and KPIs - Identify opportunities to improve internal workflows and contribute to operational efficiency - Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality - Document best practices, success stories, and lessons learned for team knowledge sharing ## Requirements **Requirements** **Must-Have** - Proven experience in outbound and inbound phone-based sales or telemarketing - Native or C1+ Spanish (CEFR) and C1+ English (CEFR) for bilingual, patient-facing communication - Hands-on experience with CRM or sales software (Salesforce, HubSpot, or comparable) - Experience with telephony or customer service platforms (Zendesk or equivalent) - Demonstrated track record of meeting or exceeding individual sales or call-volume targets - Experience clearly explaining billing, insurance, or other complex financial information to customers - Proficiency with Google Workspace and Slack **Nice-to-Have** - Experience in healthcare, telehealth, or a patient-facing clinical environment - Familiarity with patient onboarding, appointment scheduling, or insurance verification workflows - Exposure to consent-form handling or medical documentation collection - Experience as an early hire on a newly formed or scaling team ## Benefits - **Competitive Salary:** Based on experience and skills - **Remote Work:** Fully remote—work from anywhere - **Team Incentives:** Recognition for maintaining 100% CRM hygiene and on-time reporting - **Generous PTO:** In accordance with company policy - **Health Coverage for PH-based talents:** HMO coverage after 3 months for full-time employees - **Direct Mentorship:** Guidance from international industry experts - **Learning & Development:** Ongoing access to resources for professional growth - **Global Networking:** Connect with professionals worldwide ### **Our Recruitment Process** 1. Application 2. Screening 3. Skills Assessment 4. Topgrading Interview 5. Client Interview 6. Job Offer 7. Client Onboarding ### **Ready to Join Us?** If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S. ## Apply [Apply at Pearl](https://apply.workable.com/pearltalent/j/181202F471/apply) --- Powered by [Workable](https://www.workable.com)