Bilingual Medical Customer Service Representative (English & Spanish)

Bilingual Patient Support Representative (English/Spanish) – Remote | LATAM

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

About the Role

We’re hiring a Bilingual Patient Support Representative to provide compassionate, professional, and timely support to patients across the United States.

This is a highly patient-facing role where you’ll handle inbound calls, appointment scheduling, patient inquiries, follow-ups, and documentation in both English and Spanish.

We’re looking for someone who can build trust quickly over the phone while staying organized and accurate across multiple systems. You should be comfortable following structured processes without sounding scripted or impersonal.

If you have experience in customer service, healthcare support, medical scheduling, patient coordination, or other phone-based roles and genuinely enjoy helping people, this could be a strong fit.

What You’ll Own

Patient Support & Communication

• Handle patient communication through:
• Phone
• SMS
• Email
• Respond to new patient inquiries promptly and professionally.
• Guide patients through consultation and scheduling processes.
• Communicate fluently in both English and Spanish.
• Answer questions and address concerns with empathy and professionalism.
• Follow established call flows while keeping conversations natural and engaging.
• Build trust and rapport with patients during every interaction.

Appointment Scheduling & Follow-Up

• Schedule consultations and appointments accurately.
• Collect and verify patient intake information.
• Track pending inquiries and follow-ups.
• Ensure no patient request or inquiry is overlooked.
• Coordinate with clinics and providers to support smooth scheduling.
• Keep patients informed about next steps throughout the process.

Documentation & Systems Management

• Accurately document patient interactions and outcomes.
• Maintain detailed and organized notes within company systems.
• Update patient information promptly and accurately.
• Work across multiple platforms while maintaining attention to detail.
• Keep records complete, organized, and up to date.

Quality & Team Collaboration

• Participate in coaching and quality assurance reviews.
• Apply feedback to improve communication and patient experience.
• Collaborate with supervisors and team members on service improvements.
• Follow established workflows and quality standards.
• Maintain patient confidentiality and professionalism at all times.

What Makes You a Strong Fit

You:

• Speak English and Spanish fluently.
• Have clear, easily understandable spoken English.
• Communicate warmly and confidently over the phone.
• Are empathetic and comfortable handling sensitive patient conversations.
• Listen carefully and make patients feel heard.
• Can manage multiple conversations, systems, and follow-ups simultaneously.
• Are organized, dependable, and detail-oriented.
• Take coaching well and actively apply feedback.
• Can follow structured processes while still sounding natural and conversational.

Required Qualifications

• 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 documenting customer or patient interactions accurately.
• Comfortable learning and navigating multiple software systems.
• Strong organizational skills and attention to detail.
• Reliable internet connection and professional remote workspace.
• Availability to work U.S. Eastern Time hours from LATAM.

Preferred Qualifications

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

What a Typical Day Looks Like

Your day may include:

• Responding to inbound patient calls and messages.
• Helping new patients understand the consultation process.
• Scheduling appointments and verifying patient information.
• Communicating with patients in English and Spanish.
• Following up on outstanding inquiries.
• Coordinating scheduling requirements with clinics and providers.
• Updating patient records and documenting conversations.
• Participating in coaching or quality reviews.
• Ensuring every patient receives professional and compassionate support.

In short: you help patients feel supported, informed, and cared for while ensuring appointments, follow-ups, and documentation are handled accurately.

What Success Looks Like

• Patients consistently receive warm and professional support.
• Appointments and consultations are scheduled accurately.
• Follow-ups are completed without patient inquiries falling through the cracks.
• Documentation remains accurate and complete.
• Strong patient rapport and communication quality.
• Feedback and coaching are implemented quickly.
• Consistent attendance, responsiveness, and reliability.
• High-quality patient experiences across phone, SMS, and email.

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, training, and professional development.
• Long-term growth opportunities within a growing healthcare organization.

Interview Process

1. Initial Application Review
2. Intro Video
3. Client Interview
4. Offer & Onboarding

Apply Now

If you’re fluent in English and Spanish, have experience in customer service, patient support, medical scheduling, or phone-based roles, and genuinely enjoy helping people, we’d love to hear from you.

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