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Medical Customer Service Representative at Pavago. Job Title:. Medical Customer Service Representative (Bilingual – English/Spanish). Position Type:. Full-Time, Remote. Working Hours:. U.S Hours. About the Role. We are seeking a highly empathetic, detail-oriented, and bilingual (English/Spanish) Medical Customer Service Representative to support patients throughout their healthcare journey. In this role, you will serve as a primary point of contact for patients, providing timely assistance, answering inquiries, and ensuring a smooth and positive experience across all communication channels.. This position is ideal for someone who is comfortable working remotely, handling sensitive information with care, and delivering consistent, high-quality customer support in a fast-paced healthcare environment. We regularly hire for this role, welcoming new team members each month as we continue to grow.. Responsibilities. Patient Support & Communication. Respond to patient inquiries via phone, email, and chat in a timely and professional manner. . Provide clear and accurate information regarding medical services, appointment scheduling, insurance support, and billing inquiries. . Deliver a compassionate and reassuring experience for patients at every touchpoint. . Issue Resolution & Service Coordination. Troubleshoot issues related to services or internal technology platforms. . Collaborate with internal teams to ensure seamless service delivery and follow-through. . Escalate complex cases appropriately while maintaining clarity and patient trust. . CRM, Documentation & Compliance. Maintain accurate and detailed records of patient interactions in the CRM. . Ensure all documentation meets quality, accuracy, and compliance standards. . Uphold strict patient confidentiality and data security best practices at all times. . Team Collaboration & Continous Improvement. Communicate effectively with team members to support workflow efficiency. . Participate in training and ongoing development initiatives. . Adapt quickly to evolving tools, processes, and patient needs. . What Makes You a Perfect Fit. You are fluent in both English and Spanish and communicate clearly and empathetically. . You enjoy helping patients and delivering thoughtful, patient-first support. . You are detail-oriented and take confidentiality and data security seriously. . You are reliable, self-motivated, and comfortable working independently in a remote role. . You adapt well to change and thrive in a fast-paced environment. . Required Experience & Skills. Minimum of 1 year of experience in a customer service role (healthcare experience preferred). . Fluency in English and Spanish (verbal and written). . High school diploma required; Associate’s or Bachelor’s degree preferred. . Experience using CRM systems and communication tools such as Slack and Zoom. . Ability to work consistently within LATAM time zones. . Ideal Experience & Skills. Previous experience in healthcare, medical support, or patient services. . Familiarity with appointment scheduling, insurance verification, or billing inquiries. . Experience supporting customers across phone, email, and chat channels. . What Does a Typical Look Like ?. A Medical Customer Service Representative’s day is focused on delivering reliable, compassionate, and efficient patient support. You will:. Respond to patient inquiries across phone, email, and chat channels. . Assist with appointment scheduling and general service-related questions. . Document interactions accurately and consistently in the CRM. . Coordinate with internal teams to resolve patient issues. . Follow confidentiality and compliance standards in every interaction. . In short: You support patients by providing clear communication, dependable service, and a positive healthcare experience from start to finish.. Key Metrics for Success (KPIs). Response time and issue resolution efficiency . Accuracy and completeness of CRM documentation . Patient satisfaction and service quality scores . Compliance with confidentiality and data security standards . Consistent attendance and reliability . Interview Process. Initial Screening Call. Interview with Pavago Recruiter. Client Interview. Offer & Onboarding. #LI-AG1. Company Location: Colombia.