The posting
Highlights
- Competitive compensation and benefits packages
- Continuous professional development and learning opportunities
- Regular engagement activities and events
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HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE – SPANISH
Work for our global clients and immerse yourself in our rich and diverse company culture where you can thrive, grow, and be #DecidedlyDifferent!
ROLE OVERVIEW
We are looking for a Healthcare Customer Service Representative – Spanish to join our team.
This role is responsible for providing patient support and administrative assistance to a healthcare practice by handling patient inquiries, managing appointments, coordinating patient intake, and maintaining accurate medical records. The successful candidate will communicate with Spanish-speaking patients, build positive patient relationships, and ensure the accurate collection and documentation of patient information while supporting the smooth delivery of healthcare services.
MAIN RESPONSIBILITIES
- Handle inbound and outbound calls to schedule appointments for new patients, confirm upcoming visits, and manage scheduling changes for existing patients.
- Clearly communicate the company's care model, team structure, and the benefits of independent or specialized care groups compared to large hospital systems.
- Professionally manage challenging or difficult conversations while maintaining a positive tone, building trust, and preserving patient relationships.
- Complete callback reports and proactively contact patients to encourage re-engagement and resume care when appropriate.
- Manage lead intake by contacting approved leads, scheduling appointments, and gathering all required case information.
- Collect and document relevant case details, including attorney information, workers' compensation data, and auto accident information.
- Accurately enter patient and case information into the Electronic Health Record (EHR) system.
- Collect and document patient histories while establishing rapport during intake and follow-up communications.
- Receive, review, and distribute incoming faxed reports and documentation to the appropriate internal departments or team members.
- Prepare and proofread patient history documentation to ensure completeness and accuracy.
- Submit patient records for internal review and enter finalized information into the EHR system.
- Perform other duties and responsibilities as assigned.
REQUIREMENTS
- At least 12 months Spanish-speaking experience in a BPO or similar.
- Strong communication skills in both Spanish and English.
- Excellent verbal communication and active listening skills, with the ability to handle patient inquiries and challenging conversations professionally.
- Strong customer service and interpersonal skills, with the ability to establish rapport and maintain positive patient relationships.
- Excellent organizational skills and attention to detail when handling patient information and medical documentation.
- Ability to manage appointment scheduling, patient follow-ups, and multiple administrative tasks efficiently.
- Proficiency in data entry and general computer applications.
- Experience with Electronic Health Record (EHR) systems is an advantage.
- Ability to handle confidential patient information with professionalism and discretion.
- Ability to work independently while coordinating effectively with internal teams.
- Willing to work on a night shift schedule.
- Willing to work onsite at 6th floor, Tower 1, Rockwell Business Center Ortigas, Pasig City (beside The Medical City).
