Bilingual Medical Customer Service Representative (English & Spanish)

Bilingual Patient Support Representative – English/Spanish | Healthcare | Remote LATAM

Position Type: Full-Time, Remote Contractor
Location: LATAM
Working Hours: U.S. Eastern Time (EST)
Schedule: 40 Hours/Week

About the Role

At 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 Own

Patient 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

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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 & Technology

CRM Systems | Scheduling Platforms | Electronic Medical Records (EMRs) | Phone Systems | SMS | Email | Patient Communication & Documentation Tools

What Makes You a Strong Fit

You’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

• Are organized, dependable, and detail-oriented

• Take coaching well and actively apply feedback

• Maintain professionalism even during challenging conversations

• Can build trust quickly with patients over the phone

What a Typical Day Looks Like

Your day may begin by responding to inbound patient calls and messages, helping new patients understand the consultation process, and scheduling appointments.

Throughout the day, you’ll communicate with patients in both English and Spanish, verify patient information, follow up on outstanding inquiries, and coordinate scheduling requirements with clinics and providers.

You’ll also update patient records, document conversations, manage follow-ups, and participate in coaching or quality reviews when needed.

In short: you help patients feel supported, informed, and cared for while ensuring appointments, follow-ups, and documentation are handled accurately.

Key Metrics for Success

• Warm and professional patient interactions

• Accurate appointment and consultation scheduling

• Timely completion of patient follow-ups

• Minimal missed or overlooked patient inquiries

• Accurate and complete documentation

• Strong patient rapport and communication quality

• Consistent quality across English and Spanish interactions

• Effective implementation of coaching and feedback

• Consistent attendance, responsiveness, and reliability

• High-quality patient experiences across phone, SMS, and email

What We Offer

• Full-time remote contractor position

• Stable 40-hour workweek

• Paid lunch and daily break periods

• Paid time off package

• Major U.S. holidays off

• Ongoing coaching and training

• Professional development opportunities

• Long-term growth opportunities within a growing healthcare organization

Why This Role Stands Out

• Direct opportunity to positively impact the patient experience

• Daily use of both English and Spanish

• Exposure to U.S. healthcare and patient-support operations

• Combination of communication, scheduling, coordination, and patient care

• Structured coaching and professional development

• Fully remote opportunity for candidates based in LATAM

• Long-term career growth opportunities into:

• Senior Patient Support Representative

• Patient Coordinator

• Patient Support Team Lead

• Healthcare Operations Coordinator

• Patient Experience Manager

Interview Process

• Initial Application Review

• Spark Hire One-Way Video Interview

• Client Interview

• Offer & Onboarding

Spark Hire Video Interview – Required

As part of the application process, all candidates are required to complete a one-way video interview through Spark Hire.

After completing the first step of your application, you