Medical Customer Service Representative at Pavago in Mexico, MX

Medical Customer Service Representative (Bilingual English/Spanish) – Remote

Position Type: Full-Time, Remote Working Hours: U.S. Business Hours Language Requirement: Fluent English & Spanish (Written + Verbal)

About the Role

We’re hiring a Bilingual Medical Customer Service Representative to support patients throughout their healthcare experience by providing compassionate, accurate, and timely customer support.

This role is ideal for someone who is: • Patient-focused • Empathetic • Organized • Detail-oriented • Comfortable in a fast-paced healthcare environment

You’ll serve as a primary point of contact for patients across: • Phone support • Email communication • Chat support • Appointment coordination • Billing and insurance inquiries

This is a fully remote healthcare customer support role with consistent hiring opportunities as the team continues to grow.

What You’ll Do

Patient Support & Communication

• Respond to patient inquiries via: • Phone • Email • Chat • Provide clear information regarding: • Medical services • Appointment scheduling • Billing questions • Insurance-related inquiries • Deliver compassionate, patient-first customer service in every interaction • Maintain professionalism, empathy, and responsiveness throughout the patient journey

Appointment Scheduling & Service Coordination

• Assist patients with scheduling and rescheduling appointments • Coordinate with internal healthcare and support teams • Ensure timely follow-up and issue resolution • Escalate complex patient concerns appropriately while maintaining trust and clarity

CRM Documentation & Compliance

• Maintain accurate patient interaction records within the CRM • Ensure documentation is complete, organized, and compliant • Follow HIPAA, confidentiality, and healthcare data security standards • Protect patient information and maintain privacy at all times

Customer Service & Issue Resolution

• Troubleshoot service-related or platform-related issues • Resolve patient concerns efficiently and professionally • Support positive patient experiences across all communication channels • Adapt quickly to changing workflows, tools, and operational updates

Team Collaboration & Operational Support

• Communicate effectively with internal teams to improve workflow efficiency • Participate in onboarding, training, and ongoing development sessions • Contribute to process improvements and support team collaboration

Requirements

Experience

• Minimum 1 year of customer service experience • Healthcare, medical support, or patient services experience preferred

Language Skills

• Fluent English and Spanish communication skills (written and verbal)

Technical Skills

• Experience using: • CRM systems • Slack • Zoom • Remote communication tools • Comfortable managing multiple communication channels simultaneously

Education

• High school diploma required • Associate’s or Bachelor’s degree preferred

Work Environment

• Reliable remote work setup and stable internet connection • Ability to work aligned with LATAM/U.S. business hours

Nice to Have

• Experience with: • Appointment scheduling • Insurance verification • Medical billing support • Patient coordination • Experience supporting patients through: • Phone • Email • Live chat • Familiarity with healthcare compliance and confidentiality standards

What a Typical Day Looks Like

• Respond to patient inquiries across phone, email, and chat • Schedule appointments and assist with service-related questions • Update CRM records and maintain accurate documentation • Coordinate with internal teams to resolve patient concerns • Support patients with professionalism, empathy, and urgency • Maintain compliance and confidentiality standards throughout the day

In short: you’ll help patients feel supported, informed, and cared for throughout their healthcare experience.

Key Metrics (KPIs)

• Response time and issue resolution efficiency • Accuracy and completeness of CRM documentation • Patient satisfaction and service quality scores • Compliance with confidentiality and security standards • Reliability, attendance, and responsiveness

Why This Role Stands Out

• Fully remote healthcare customer support opportunity • Consistent hiring and long-term growth potential • Strong focus on patient experience and meaningful support work • Opportunity to develop experience in: • Healthcare operations • Medical customer service • Patient coordination • Healthcare communication systems • Growth opportunities into: • Patient Success Specialist • Medical Operations Coordinator • Healthcare Support Lead

Interview Process

• Initial Screening Call • Interview with Pavago Recruiter • Client Interview • Offer & Onboarding

Apply Now

If you: • Enjoy helping people and solving problems • Communicate with empathy and professionalism • Thrive in fast-paced customer support environments • Want to grow within healthcare support and patient services

This is a strong opportunity to build a long-term remote career in healthcare customer support.