Healthcare Customer Service Representative - Spanish Speaking

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).