We are seeking a fluent Patient Support (Spanish-English) to assist Spanish-speaking patients and coordinate with an English-speaking US medical office. This role focuses on patient communication, healthcare-related inquiries, appointment coordination, and administrative support.
The ideal candidate has excellent spoken Spanish and English, strong telephone communication skills, and the ability to communicate sensitive information with empathy and professionalism. Experience working with medical practices, healthcare providers, patient services, or medical call centers is highly preferred.
The representative will serve as a communication link between Spanish-speaking patients and the medical office, ensuring that patient inquiries, requests, and concerns are accurately relayed to the appropriate healthcare personnel.
Key Responsibilities
1. Patient Communication and Support
Handle incoming and outgoing calls with Spanish-speaking patients.
Communicate healthcare-related information in Spanish and English within the scope of assigned responsibilities.
Assist patients with general inquiries regarding appointments, office procedures, and administrative requirements.
Listen to patient concerns and relay relevant information to the appropriate medical or administrative staff.
Provide courteous, empathetic, and professional assistance to patients, including individuals who may be anxious or experiencing difficulty communicating in English.
Follow established call-handling procedures and ensure patient inquiries are addressed or routed appropriately.
2. Spanish-English Communication and Interpretation
Facilitate communication between Spanish-speaking patients and English-speaking medical office staff.
Accurately relay patient questions, requests, and responses between both parties.
Assist with routine patient conversations and healthcare-related administrative communications.
Maintain the meaning and context of conversations without omitting or adding information.
Recognize when a conversation involves clinical terminology or medical interpretation beyond the representative's qualifications and refer it to an appropriately qualified interpreter or healthcare professional.
3. Medical Appointment Coordination
Assist patients with scheduling, confirming, rescheduling, and canceling appointments when authorized.
Communicate appointment dates, times, preparation instructions, and follow-up arrangements provided by the medical office.
Send appointment reminders and follow up on pending scheduling requests.
Coordinate with office personnel regarding provider availability and patient scheduling needs.
Escalate urgent appointment requests or time-sensitive concerns according to office protocols.
4. Healthcare Administrative Support
Document patient calls, messages, requests, and follow-up actions in the designated system.
Update demographic and contact information when authorized.
Assist with collecting administrative information needed before appointments.
Route billing questions, insurance inquiries, medical records requests, and other administrative concerns to the appropriate department.
Maintain accurate records using electronic health records (EHR), practice management software, or customer relationship management (CRM) systems.
Follow up on outstanding patient requests and communicate updates to the appropriate team.
5. Patient Privacy and Healthcare Compliance
Handle protected health information (PHI) responsibly and follow applicable HIPAA requirements and the medical practice's privacy policies.
Verify patient identity and authorization according to established procedures before disclosing information.
Maintain confidentiality when communicating by phone, email, or electronic messaging.
Follow protocols for documenting and escalating sensitive patient concerns.
Avoid independently diagnosing conditions, interpreting test results, recommending treatments, or providing medical advice.
Follow the medical office's procedures for escalating emergencies and potentially urgent symptoms to qualified personnel.
Qualifications and Requirements
Fluent spoken Spanish with strong comprehension of different accents and conversational styles.
Good spoken English for professional communication with US-based healthcare staff.
Excellent telephone etiquette, active listening, and interpersonal communication skills.
Previous experience in healthcare customer service, patient support, medical reception, medical administration, or a healthcare call center is strongly preferred.
Experience communicating with Spanish-speaking patients is an advantage.
Familiarity with appointment scheduling, patient intake, EHR systems, or medical practice management software is preferred.
Understanding of patient confidentiality and HIPAA-related procedures.
Strong attention to detail when recording patient information and documenting conversations.
Ability to remain calm, respectful, and professional when handling sensitive patient interactions.
Willingness to work according to the medical office's US business hours.
Preferred Healthcare Experience
Candidates with experience in any of the following areas are encouraged to apply:
Medical clinics and private medical practices
Primary care and family medicine
Specialty medical offices
Patient services and patient coordination
Medical call centers
Appointment scheduling and patient intake
Healthcare administration and front-desk support
Spanish-English healthcare communication
Performance Expectations
The representative will be evaluated based on:
Spanish and English communication proficiency.
Professionalism and quality of patient interactions.
Accuracy of patient messages and call documentation.
Responsiveness to patient inquiries and scheduling requests.
Compliance with confidentiality and office procedures.
Reliability, attendance, and adherence to the assigned schedule.
Appropriate escalation of clinical, urgent, or sensitive matters.
What we're looking for
- Bilingual communication: Strong spoken Spanish and the ability to communicate professionally in English.
- Healthcare familiarity: Understanding of common medical office workflows, patient inquiries, and appointment procedures.
- Patient service: Ability to communicate with empathy, patience, and professionalism.
- Documentation: Accurate recording of patient messages, requests, and follow-up actions.
- Confidentiality: Ability to handle sensitive patient information responsibly.
- Organization: Ability to manage calls, scheduling requests, and administrative follow-ups efficiently.
- Escalation and judgment: Ability to recognize when a request requires a nurse, physician, qualified interpreter, billing specialist, or other authorized healthcare professional.