Bilingual Patient Support Representative – English/Spanish | Healthcare | Remote LATAM
Position Type: Full-Time, Remote Contractor
Location: LATAM
Working Hours: U.S. Eastern Time (EST)
Schedule: 40 Hours/Week
About the Role
At Pavago, one of our clients is hiring a Bilingual Patient Support Representative (English/Spanish) to provide compassionate, professional, and timely support to patients across the United States.
This is a highly patient-facing role where you’ll manage inbound calls, appointment scheduling, patient inquiries, follow-ups, and documentation in both English and Spanish.
You’ll be responsible for creating a positive patient experience from the first interaction onward—helping patients understand next steps, coordinating appointments, maintaining accurate records, and ensuring inquiries never fall through the cracks.
If you’re fluent in English and Spanish , communicate confidently over the phone, and have experience in customer service, healthcare support, medical scheduling, or other phone-based roles, this could be a strong fit.
What You’ll Own
Patient Support & Communication
Support patients through:
Phone
SMS
Email
Respond promptly and professionally to new patient inquiries
Guide patients through consultation and scheduling processes
Communicate fluently in both English and Spanish
Answer patient questions and address concerns with empathy and professionalism
Follow established call flows while keeping conversations natural and engaging
Build trust and rapport during every patient interaction
Listen carefully to understand patient needs and determine appropriate next steps
Maintain professionalism during sensitive conversations
Appointment Scheduling & Follow-Up
Schedule consultations and appointments accurately
Collect and verify patient intake information
Track pending inquiries and required follow-ups
Ensure patient requests and inquiries are not overlooked
Coordinate with clinics and providers to support smooth scheduling
Keep patients informed about next steps throughout the process
Follow up consistently on outstanding inquiries
Maintain accurate appointment and follow-up information
Documentation & Systems Management
Accurately document patient interactions and outcomes
Maintain detailed and organized notes within company systems
Update patient information promptly and accurately
Navigate multiple systems while maintaining attention to detail
Keep patient records complete, organized, and current
Document follow-up requirements and outcomes
Maintain accuracy while moving between calls, messages, scheduling, and documentation
Quality & Team Collaboration
Participate in coaching and quality assurance reviews
Apply feedback to improve communication and patient experience
Collaborate with supervisors and team members on service improvements
Follow established workflows and quality standards
Maintain patient confidentiality and professionalism at all times
Take ownership of communication quality and patient satisfaction
Consistently follow established processes while maintaining a human, conversational approach
Requirements
Fluent English and Spanish , both spoken and written
Clear and easily understandable spoken English
Previous experience in one or more of the following:
Customer service
Patient support
Call center operations
Medical reception
Appointment scheduling
Other phone-based customer-facing roles
Excellent verbal communication and active listening skills
Strong emotional intelligence and interpersonal skills
Ability to handle sensitive conversations professionally and empathetically
Experience accurately documenting customer or patient interactions
Comfortable learning and navigating multiple software systems
Strong organizational skills and attention to detail
Ability to manage multiple conversations, systems, and follow-ups
Reliable internet connection
Professional remote workspace
Availability to work U.S. Eastern Time (EST) hours from LATAM
Preferred Qualifications
Previous healthcare…