Bilingual Medical Customer Service Representative (English & Spanish)

Bilingual Patient Support Representative – English/Spanish | Healthcare | Remote LATAMPosition Type: Full-Time, Remote Contractor Location: LATAM Working Hours: U.S. Eastern Time (EST) Schedule: 40 Hours/WeekAbout the RoleAt Pavago, one of our clients is hiring a Bilingual Patient Support Representative (English/Spanish) to provide compassionate, professional, and timely support to patients across the United States.This is a highly patient-facing role where you’ll manage inbound calls, appointment scheduling, patient inquiries, follow-ups, and documentation in both English and Spanish.You’ll be responsible for creating a positive patient experience from the first interaction onward—helping patients understand next steps, coordinating appointments, maintaining accurate records, and ensuring inquiries never fall through the cracks.If you’re fluent in English and Spanish, communicate confidently over the phone, and have experience in customer service, healthcare support, medical scheduling, or other phone-based roles, this could be a strong fit.What You’ll OwnPatient Support & Communication Support patients through: Phone SMS Email Respond promptly and professionally to new patient inquiries Guide patients through consultation and scheduling processes Communicate fluently in both English and Spanish Answer patient questions and address concerns with empathy and professionalism Follow established call flows while keeping conversations natural and engaging Build trust and rapport during every patient interaction Listen carefully to understand patient needs and determine appropriate next steps Maintain professionalism during sensitive conversations Appointment Scheduling & Follow-Up Schedule consultations and appointments accurately Collect and verify patient intake information Track pending inquiries and required follow-ups Ensure patient requests and inquiries are not overlooked Coordinate with clinics and providers to support smooth scheduling Keep patients informed about next steps throughout the process Follow up consistently on outstanding inquiries Maintain accurate appointment and follow-up information Documentation & Systems Management Accurately document patient interactions and outcomes Maintain detailed and organized notes within company systems Update patient information promptly and accurately Navigate multiple systems while maintaining attention to detail Keep patient records complete, organized, and current Document follow-up requirements and outcomes Maintain accuracy while moving between calls, messages, scheduling, and documentation 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 Take ownership of communication quality and patient satisfaction Consistently follow established processes while maintaining a human, conversational approach Requirements Fluent English and Spanish, both spoken and written Clear and easily understandable spoken English 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 and empathetically Experience accurately documenting customer or patient interactions Comfortable learning and navigating multiple software systems Strong organizational skills and attention to detail Ability to manage multiple conversations, systems, and follow-ups Reliable internet connection Professional remote workspace Availability to work U.S. Eastern Time (EST) 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 Tools & TechnologyCRM Systems | Scheduling Platforms | Electronic Medical Records (EMRs) | Phone Systems | SMS | Email | Patient Communication & Documentation ToolsWhat Makes You a Strong FitYou’ll likely thrive in this role if you: Speak English and Spanish fluently and confidently Have clear, easily understandable spoken English Communicate warmly and naturally over the phone Enjoy helping patients and making complicated processes easier to understand Are empathetic and comfortable handling sensitive conversations Listen carefully and make patients feel heard Can follow structured call flows without sounding scripted Manage multiple conversations, systems, and follow-ups simultaneously Ar