Medical Customer Service Representative (Spanish-Speaking)

Health Haven•Okeechobee, FL

About The Position

The Medical Customer Service Representative serves as a primary point of contact for patients across behavioral health practices, coordinating communication, appointments, inquiries, and administrative processes. The role supports a welcoming patient experience through responsive, professional, and compassionate assistance in both English and Spanish. The representative handles sensitive conversations, resolves routine concerns, and coordinates with clinical and administrative teams to support efficient daily operations.

Requirements

High school diploma or equivalent.
Fluency in English and Spanish, with the ability to communicate professionally and effectively with patients in both languages.
Excellent verbal and written communication skills, including the ability to explain administrative information clearly and professionally.
Previous experience in customer service, patient services, call center operations, front desk administration, or a related service-oriented position.
Understanding of patient confidentiality, protected health information, and privacy in a healthcare setting.
Strong relationship-building skills, empathy, patience, professionalism, and the ability to communicate effectively with diverse individuals.
Strong attention to detail and time management, documentation skills, and ability to manage multiple priorities in a fast-paced environment.
Proficiency in Microsoft Office, Outlook, Teams, and general computer applications.
Ability to exercise sound judgment, manage routine patient concerns, recognize when escalation is necessary, and remain professional during challenging interactions.

Nice To Haves

Associate degree or additional coursework in healthcare administration, business administration, or a related field.
Previous experience in a medical office, behavioral health practice, outpatient clinic, or other healthcare environment.
Experience with electronic health records (EHR), practice management systems, and medical scheduling software.

Responsibilities

Schedule, confirm, reschedule, and cancel appointments; maintain accurate scheduling records and help minimize scheduling gaps.
Communicate with Spanish-speaking and English-speaking patients by phone, email, and other channels about scheduling instructions, administrative requirements, and next steps.
Answer incoming calls, respond to patient inquiries, direct calls to appropriate departments, and document and route messages promptly.
Maintain patient confidentiality and follow HIPAA requirements when accessing, discussing, documenting, and communicating protected health information.
Provide a welcoming, professional, and compassionate patient experience, responding patiently and in a service-oriented manner.
Assist with general insurance questions, demographic updates, intake paperwork, and administrative requirements; escalate coverage, authorization, and billing concerns as appropriate.
Address routine patient concerns, identify solutions, and escalate complex, sensitive, or clinical matters to appropriate personnel.
Contact patients about appointment reminders, missing paperwork, scheduling needs, and other administrative follow-up.
Assist new and established patients with registration, demographic verification, intake documentation, and required administrative forms.
Collaborate with front desk personnel, medical assistants, providers, billing staff, and administrative leadership to support timely communication and efficient patient workflows.
Perform additional administrative, customer service, and operational responsibilities as needed to support organizational objectives and daily practice operations.