[Hiring] Bilingual Medical Customer Service Representative @Pavago

Role Description

We are dedicated to improving the healthcare experience for patients across the United States. Our mission is to ensure every patient receives compassionate, professional, and timely support throughout their healthcare journey.

We're looking for empathetic, service-oriented professionals who enjoy helping people and can build trust quickly over the phone. The ideal candidate has previous experience in customer service, patient support, medical scheduling, or other phone-based roles, and is fluent in both English and Spanish with clear, easily understandable English communication.

Successful candidates are highly organized, detail-oriented, coachable, reliable, and comfortable multitasking across multiple systems while managing patient interactions. They should demonstrate strong emotional intelligence, a warm and professional phone presence, and the ability to follow structured processes while maintaining a natural, conversational approach.

Above all, we're looking for someone who genuinely cares about helping patients, communicates with confidence and empathy, and can deliver an exceptional experience during every interaction.

Qualifications

• Fluent in both English and Spanish, with clear and easily understandable spoken English.
• Experience handling inbound calls, patient support, appointment scheduling, or customer service.
• Demonstrates warmth, empathy, and professionalism in every interaction.
• Can confidently navigate conversations involving medical services, appointments, and patient concerns.
• Highly organized and able to manage multiple conversations, systems, and follow-ups simultaneously.
• Thrives in a structured environment while maintaining a natural, conversational communication style.
• Coachable, receptive to feedback, and committed to continuous improvement.

Responsibilities

• Provide exceptional customer service via phone, SMS, and email.
• Respond to new patient inquiries and guide them through the consultation and scheduling process.
• Communicate professionally and compassionately in both English and Spanish.
• Follow established call flows while maintaining authentic and engaging conversations.
• Address patient concerns, questions, and scheduling requests promptly and professionally.
• Schedule consultations and appointments accurately.
• Collect and verify patient intake information.
• Track follow-ups to ensure no patient inquiry is overlooked.
• Coordinate with clinics and providers to facilitate smooth scheduling processes.
• Accurately document all patient interactions and outcomes.
• Maintain detailed notes within company systems.
• Manage multiple platforms and tools simultaneously while maintaining accuracy.
• Ensure all records remain organized and up to date.
• Participate in coaching sessions and quality assurance reviews.
• Implement feedback to improve communication and patient experience.
• Collaborate with supervisors and team members to improve processes and service quality.
• Maintain patient confidentiality and professionalism at all times.

Requirements

• Fluent English and Spanish (spoken and written).
• Previous experience in customer service, patient support, call center, medical reception, scheduling, or similar roles.
• Excellent verbal communication and active listening skills.
• Strong emotional intelligence and ability to handle sensitive conversations.
• Experience documenting interactions accurately and thoroughly.
• Comfortable learning and working within multiple software systems.
• Strong attention to detail and organizational skills.
• Reliable internet connection and professional remote work environment.

Preferred Qualifications

• Experience in healthcare, medical scheduling, patient coordination, or medical customer service.
• Familiarity with medical terminology.
• Experience working with CRMs, scheduling systems, or electronic medical records (EMRs).
• Experience supporting U.S.-based patients or customers.

What Success Looks Like

• Deliver a positive and compassionate experience to every patient.
• Maintain high-quality documentation and follow-up standards.
• Build trust and rapport with patients through excellent communication.
• Adapt quickly to feedback and coaching.
• Consistently meet attendance, responsiveness, and performance expectations.

What We Offer

• Full-time remote position.
• Stable 40-hour workweek.
• Paid breaks, including lunch and daily break periods.
• Paid time off package.
• Major U.S. holidays off.
• Ongoing coaching, training, and development.
• Long-term growth opportunities within a growing healthcare organization.

Interview Process

• Initial Application Review
• Intro Video
• Client Interview
• Offer & Onboarding