Bilingual Customer Service Representative - Medical Appointment Scheduling

About the role

Dash BPO is growing in Asunción and is hiring bilingual (English and Spanish) customer service representatives to support a U.S. healthcare appointment scheduling program. You will help patients with scheduling and appointment questions, triage calls so they reach the right appointment type or service, and perform HIPAA verification to protect patient privacy. The role is full-time, on-site in Asunción, on shifts that support U.S. business hours.

Key responsibilities

• Handle inbound calls from patients about appointments, scheduling, insurance acceptance and general support.
• Make outbound calls to schedule new exams or reschedule appointments.
• Triage calls so patients are directed to the appropriate appointment type, service or insurance-related support.
• Perform HIPAA verification to ensure patient privacy and data security.
• Identify whether a patient's insurance is accepted and explain eligibility requirements clearly.
• Explain common insurance terms such as deductibles, copays, coinsurance and out-of-pocket maximums in a patient-friendly way.
• Achieve performance targets for quality assurance scores, average handle time, schedule adherence and productivity.

Required profile

• Advanced spoken and written English (B2/C1 or higher); native or fluent Spanish.
• 6 months or more of call center or customer service experience; healthcare or insurance experience is a plus.
• Available to work on site in Asunción, on shifts covering U.S. business hours.
• Legally able to work in Paraguay (Paraguayan cédula or valid residency).

Required skills

• Strong verbal and written communication and attention to detail.
• Comfortable with scheduling systems and basic computer applications.
• Ability to follow HIPAA and company compliance guidelines.
• Training includes product training and on-the-job practice; a minimum of 85% on training assessments is required before certification for production.