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Bilingual Phone Representative (English + Spanish) - A256 at Pearl. Industry. Healthcare / Healthtech. Work Arrangement. Remote. Job Type. Full-time. Work Schedule. Standard business hours within PST schedule (US Pacific Time). Locations:. . LATAM:. Mexico City (Mexico), Bogotá (Colombia), São Paulo (Brazil), Buenos Aires (Argentina), Honduras (Dominican Republic), San Juan (Puerto Rico). About Pearl Talent. Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.. Hear why we exist, what we believe in, and who we’re building for: . WATCH HERE. Why Work with Us?. At Pearl, we’re not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.. About the Company. Our client is a fast-growing virtual healthcare organization focused on improving access to care through high-touch, patient-centered experiences. The company operates fully remotely and serves families across the United States through technology-enabled healthcare services. As the organization scales, it is investing heavily in patient operations and concierge-level support to ensure a seamless onboarding and care experience.. Role Overview. The Bilingual Phone Representative (English + Spanish) plays a critical role in the patient onboarding journey by serving as the first point of human contact for prospective patients and families. This role focuses on outbound phone engagement, appointment scheduling, and guiding families through initial onboarding steps with clarity and empathy.. As a foundational hire on a newly formed Concierge team, this role combines execution with process refinement and feedback gathering. The ideal candidate is confident on the phone, resilient in handling objections, and comfortable explaining billing and insurance details. This is an execution-heavy, patient-facing role suited for someone who thrives in fast-paced, evolving environments.. Your Impact. You will directly influence patient conversion and satisfaction by delivering a professional, empathetic onboarding experience. Your work will help increase appointment bookings, reduce drop-off during onboarding, and ensure families clearly understand next steps, billing, and insurance coverage.. You will also surface recurring patient issues and system gaps, contributing to improved workflows, better tooling, and a stronger overall patient experience as the concierge function scales.. Core Responsibilities. Outbound Patient Engagement – 35%. Make outbound phone calls to prospective new patients and families . Conduct follow-ups via email and SMS as needed . Schedule initial appointments and confirm next steps . Maintain a professional, empathetic tone during all interactions . Patient Onboarding & Support – 25%. Guide families through the full onboarding process . Address questions, objections, or concerns in real time . Ensure completion of post-call tasks such as consent forms and document uploads . Billing & Insurance Communication – 20%. Clearly explain billing structures and insurance coverage . Set accurate expectations around payments and timelines . Handle sensitive financial and healthcare conversations with confidence and empathy . CRM & Workflow Execution – 15%. Log all activities, call outcomes, and follow-ups in the CRM . Track conversion progress and scheduling metrics . Work independently to meet call and booking targets . Cross-Functional Feedback – 5. %. Identify recurring patient pain points or technical issues . Share structured feedback with internal teams . Flag bugs or system issues impacting patient experience. Must-Haves (Required). Bilingual fluency in English and Spanish (verbal and conversational) . 1–3 years of experience in phone-based sales, telemarketing, or outbound calling roles . Strong verbal communication and interpersonal skills . Ability to explain complex information clearly and calmly . Comfort handling objections, rejection, and difficult conversations . Experience using CRM or sales tools . High level of professionalism, empathy, and accountability. Nice-to-Haves (Preferred). Prior experience in healthcare, medical services, or patient coordination . Experience with telephony or customer support platforms . Background in remote or fast-paced startup environments . Interest in leadership or helping scale new operational functions. Tools Proficiency. Must-Haves (Required). CRM or sales software . Email tools . SMS or messaging platforms. Nice-to-Haves (Preferred). Zendesk or similar customer support tools . Telephony or call management systems. Company Location: Brazil.