Bilingual Medical Customer Service Representative (English & Spanish)

Ovii's Interpretation of the Role

We seek a bilingual (English/Spanish) medical customer service representative to deliver compassionate, professional support to U.S. patients via phone, SMS, and email. The role is fully remote, operates on U.S. Eastern Time, and requires accurate documentation across multiple systems.

Role Snapshot

• Bilingual (English & Spanish) phone support
• Patient appointment scheduling
• Multi‑channel communication (phone, SMS, email)
• Accurate documentation in CRM/EMR
• Remote full‑time (U.S. Eastern Time schedule)
• Mexico‑based remote work

Must-Have 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
• Strong emotional intelligence
• Experience documenting interactions accurately
• Comfortable learning and working with multiple software systems
• Strong attention to detail and organizational skills
• Reliable internet connection and professional remote work environment
• Customer service
• Patient support
• Medical scheduling
• Reliable internet connection
• Professional remote work environment

Nice-to-Have Signals

• Healthcare industry experience
• Familiarity with medical terminology
• Experience with CRMs, scheduling systems, or electronic medical records (EMRs)
• Experience supporting U.S.-based patients or customers
• Healthcare industry
• Medical terminology familiarity
• CRM/EMR usage
• U.S.-based patient support
• Healthcare

Work Setup

• Location: Mexico, Mexico
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Mexico
• Timezone: U.S. Eastern Time (EST)
• Employment type: Full-Time
• Shift: U.S. Eastern Time (EST)

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility beyond Mexico
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Provide patient support via phone, SMS, and email, following structured call flows.
• Schedule consultations and appointments, verify intake information, and track follow‑ups.
• Document all interactions accurately in company systems and maintain organized records.
• Collaborate with supervisors and teammates to improve processes and uphold quality standards.
• Maintain patient confidentiality while delivering a warm, professional experience.

Good Fit If You Have

• Empathetic, warm phone presence
• Highly organized and detail‑oriented
• Coachable and receptive to feedback
• Comfortable working U.S. Eastern Time hours
• Reliable home internet and remote workspace