Bilingual Customer Service Representative – Medical Appointment Scheduling

About the role

Join a dedicated team that serves as the calm, clear voice for patients calling a U.S. urology practice. You will be the first point of contact, handling appointment logistics, prescription refills, and patient portal assistance for English‑speaking patients across the United States.

Key responsibilities

• Answer inbound patient calls within the first five seconds and determine their needs.
• Create, reschedule, and cancel appointments in the practice management system.
• Coordinate with on‑shore and off‑shore staff to resolve patient issues.
• Verify insurance information and update patient records.
• Process prescription refill requests and maintain pharmacy details.
• Assist patients with the patient portal, including document uploads.
• Register new patients and ensure accurate record keeping.
• Communicate clear messages to physicians, office managers, or clinic staff as needed.

Required profile

• English proficiency at CEFR B2 level or higher (verbal and written).
• Completed secondary education.
• At least one year of experience in customer service or scheduling, any industry.
• Proven ability to meet KPI goals and performance metrics.
• Flexibility to work evenings, weekends, and holidays.

Required skills

What we offer

• Performance‑based bonus on top of base pay, linked to quality and productivity.
• Ongoing coaching and development opportunities from supervisors.