Bilingual Patient Services Representative

Responsibilities: — Handle inbound patient calls, messages, appointment requests, callbacks, and general nonclinical inquiries. — Schedule, reschedule, confirm, and cancel appointments according to established provider and workflow requirements. — Make outbound calls for appointment follow-ups, Annual Wellness Visits, new initiatives, canceled or unconfirmed appointments, website requests, and other approved patient-engagement campaigns. — Follow approved scripts for results-call workflows and appropriately route clinical questions to licensed staff. — Support insurance verification and prior-authorization workflows within the assigned scope. — Conduct approved Medicare, MIPS, HEDIS, and other patient outreach activities. — Communicate clearly and patiently with patients, including older adults who may require additional explanation, repetition, or a slower speaking pace. — Accurately document calls, patient interactions, appointment information, outcomes, messages, and follow-up requirements in the appropriate systems. — Communicate patient needs, scheduling challenges, escalations, and unresolved issues to office staff. — Maintain strong attendance, schedule adherence, productivity, quality, and patient-experience standards. Requirements: — Fluent/professional English and Spanish, both spoken and written. — At least 6 months of customer service experience in a doctor's office, clinic, healthcare contact center, insurance office, scheduling operation, or similar patient-support environment. — Experience handling inbound calls and outbound follow-up in a structured environment. — Strong attention to detail and accurate data entry skills. — Excellent organization and follow-through. — Ability to learn and consistently follow scripts, SOPs, workflows, escalation procedures, and documentation standards. — Ability to multitask across phone systems, electronic medical records, online requests, and internal communications. — Reliable attendance and strong schedule adherence. — A dedicated, quiet, secure work-from-home environment suitable for handling confidential patient information. — A secondary location available in case of a home internet or power outage. Preferred Experience: — Healthcare scheduling across multiple providers, clinics, or appointment types. — Insurance verification or prior authorization. — Medicare or Annual Wellness Visit outreach. — MIPS or HEDIS workflows. — Medical front desk, patient access, referrals, or back-office support. — Experience with an EMR/EHR and contact-center telephony platform. — Aprima or Intermedia/Elevate experience is a plus, but not required. — Experience identifying patient-access barriers and suggesting practical workflow improvements. Benefits: — Company equipment provided. — Fully remote work from home in Mexico. — Schedule Monday-Friday, 8:00 AM-5:00 PM Pacific Time (Las Vegas), weekends off. — Compensation $5.50 USD per hour, 45 hours per week, paid weekly in arrears. — Independent Contractor position. Additional Notes: — This is an English-speaking role requiring strong written and verbal English communication skills. — All resumes must be submitted in English. — Background check may be required for shortlisted candidates as part of the final hiring process. — Employment contingent on successful completion of background check.