Medical Customer Service Representative

Ovii's Interpretation of the Role

Pavago seeks a bilingual English‑Spanish Medical Customer Service Representative to deliver compassionate, accurate support to patients via phone, email and chat. The role is fully remote, works U.S. business hours, and requires meticulous CRM documentation and HIPAA‑aware communication.

Role Snapshot

• Bilingual (English/Spanish) patient support
• Remote full‑time, U.S. business hours
• CRM‑driven documentation
• Healthcare appointment & insurance coordination
• High‑volume multi‑channel communication

Must-Have Requirements

• Fluency in English and Spanish (written and verbal)
• Experience using CRM systems
• Experience with Slack, Zoom, phone/email/chat support tools
• Strong communication and problem‑solving abilities
• High attention to detail and professionalism
• Ability to work remotely during U.S. business hours
• customer service
• High school diploma
• Must be located in United States for remote eligibility

Nice-to-Have Signals

• Healthcare, patient services, or medical support experience
• Associate’s or Bachelor’s degree
• Appointment scheduling experience
• Insurance verification experience
• Medical billing inquiry experience
• healthcare
• patient services
• Associate’s degree
• Bachelor’s degree

Work Setup

• Location: United States
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: United States
• Employment type: Full-Time
• Shift: U.S. business hours

Not Specified in JD

• Visa sponsorship
• Salary range
• Relocation
• Notice period
• Coding test
• Portfolio

What You'll Likely Work On

• Respond to patient inquiries across phone, email and chat, providing appointment, insurance and billing information.
• Schedule appointments and verify insurance details while maintaining accurate CRM records.
• Troubleshoot service‑related issues and coordinate with internal teams for timely resolution.
• Escalate complex or sensitive cases following HIPAA‑compliant procedures.
• Document all interactions with strict confidentiality and quality standards.
• Collaborate with support and operations teams to improve workflows and adopt new tools.
• Maintain reliable attendance and responsiveness during U.S. business hours.

Good Fit If You Have

• Fluent in both English and Spanish.
• Comfortable handling sensitive healthcare information.
• Able to stay organized and calm under high‑volume pressure.