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

• 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

• 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

• 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

• 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

• 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,…