Bilingual Medical Customer Service Representative (English & Spanish)

Bilingual Patient Concierge (English/Spanish) – Remote | LATAM

Position Type: Full-Time, Remote Contractor
Location: LATAM
Working Hours: U.S. Eastern Time (EST)

About the Role

At Pavago, we’re hiring a Bilingual Patient Concierge (English/Spanish) for one of our U.S.-based healthcare clients to provide compassionate, professional, and timely support throughout the patient journey.

This is a highly patient-facing role where you’ll serve as one of the first points of contact for new and existing patients. You’ll handle inquiries, schedule consultations and appointments, coordinate follow-ups, maintain accurate patient records, and ensure every interaction feels warm, organized, and supportive.

We’re looking for someone who genuinely enjoys helping people and can build trust quickly over the phone. You should be fluent in both English and Spanish, with clear and easily understandable spoken English.

If you combine empathy with strong organization, attention to detail, and a professional phone presence, this role is a strong fit.

What You’ll Own

Patient Support & Communication

• Provide exceptional patient support through phone, SMS, and email.
• Respond to new patient inquiries and guide patients through consultation and scheduling processes.
• Communicate confidently and compassionately in both English and Spanish.
• Follow established call flows while keeping conversations natural and engaging.
• Listen carefully to patient concerns and provide clear, professional responses.
• Create a welcoming and reassuring experience during every interaction.

Appointment Scheduling & Follow-Up

• Schedule consultations and appointments accurately.
• Collect and verify required patient intake information.
• Manage follow-ups and ensure no patient inquiry is overlooked.
• Coordinate with clinics and providers to support smooth scheduling.
• Keep patients informed about next steps and appointment-related information.
• Maintain organized follow-up workflows across multiple patient conversations.

Documentation & Systems Management

• Accurately document patient interactions, requests, and outcomes.
• Maintain detailed and organized notes within company systems.
• Keep patient information and records current.
• Work across multiple platforms and tools simultaneously without sacrificing accuracy.
• Follow established documentation and operational procedures.
• Maintain patient confidentiality at all times.

Quality, Coaching & Collaboration

• Participate in regular coaching and quality assurance reviews.
• Apply feedback to improve communication and patient experience.
• Collaborate with supervisors and team members to resolve issues.
• Identify opportunities to improve service quality and internal processes.
• Maintain consistent professionalism, reliability, and responsiveness.

What Makes You a Strong Fit

• You are fluent in English and Spanish.
• Your spoken English is clear and easily understandable.
• You have a warm, confident, and professional phone presence.
• You naturally communicate with empathy and patience.
• You can build trust quickly with patients.
• You remain composed when handling sensitive or concerned callers.
• You’re highly organized and comfortable managing multiple conversations and follow-ups.
• You can follow structured processes without sounding scripted.
• You’re coachable and actively apply feedback.
• You care about delivering an excellent patient experience.

Required Experience & Skills

• Fluent English and Spanish, both spoken and written.
• Previous experience in one or more of the following:
• Customer service
• Patient support
• Call center operations
• Medical reception
• Appointment scheduling
• Other phone-based customer-facing roles
• Excellent verbal communication and active listening skills.
• Strong emotional intelligence and interpersonal skills.
• Ability to handle sensitive conversations professionally.
• Experience accurately documenting customer or patient interactions.
• Comfortable learning and navigating multiple software systems.
• Strong attention to detail and organizational skills.
• Reliable internet connection and professional remote work environment.
• Ability to work full-time during U.S. Eastern Time hours.

Preferred Experience

• Previous healthcare or medical customer service experience.
• Patient coordination or medical scheduling experience.
• Familiarity with medical terminology.
• Experience using:
• CRM platforms
• Scheduling systems
• Electronic Medical Records (EMRs)
• Experience supporting U.S.-based patients or customers.

What a Typical Day Looks Like

Your day will revolve around helping patients receive a smooth, supportive experience. You may:

• Answer inbound patient calls and inquiries.
• Communicate with patients in English and Spanish.
• Help new patients understand the consultation and scheduling process.
• Schedule and confirm appointments.
• Collect and verify patient intake information.
• Respond to SMS and email inquiries.
• Follow up with patients who need additional assistance.
• Update patient notes and documentation.
• Coordinate with clinics, providers, supervisors, and team members.
• Participate in coaching or QA sessions.
• Apply feedback to improve future patient interactions.

In short: you make sure every patient feels heard, supported, and confidently guided through their healthcare journey.

What Success Looks Like

• Patients consistently receive warm, professional, and compassionate service.
• Strong rapport and trust are established during patient conversations.
• Appointments and consultations are scheduled accurately.
• Patient records and interaction notes remain complete and organized.
• Follow-ups are completed consistently with no inquiries overlooked.
• Communication quality improves through coaching and feedback.
• Attendance, responsiveness, and performance expectations are consistently met.
• Patient confidentiality and professionalism are maintained at all times.

What We Offer

• Full-time remote contractor position.
• Stable 40-hour workweek.
• Paid lunch and daily break periods.
• Paid time off package.
• Major U.S. holidays off.
• Ongoing coaching and professional development.
• Structured training and performance support.
• Long-term growth opportunities within a growing healthcare organization.
• Opportunity to directly improve the experience of U.S. patients.

Interview Process

• Initial Application Review
• Intro Video
• Client Interview
• Offer & Onboarding

What Happens After You Apply

After your application is reviewed, selected candidates will be invited to complete a short Intro Video.

This gives you an opportunity to introduce yourself, demonstrate your English and Spanish communication skills, and share your relevant customer service or patient support experience before speaking directly with the client.

Candidates who successfully complete this stage will move forward to the Client Interview, followed by the offer and onboarding process.

Apply Now

If you:

• Speak English and Spanish fluently
• Have strong phone-based customer service experience
• Communicate with empathy, warmth, and professionalism
• Are highly organized and dependable
• Enjoy helping patients and solving problems
• Thrive in structured, service-focused environments

We’d love to hear from you.

Apply today and help deliver a compassionate, organized, and exceptional experience to patients throughout their healthcare journey.