Medical Customer Service Representative (Spanish-Speaking)

Health Haven•Okeechobee, FL

3d•$18 - $22

About The Position

The Medical Customer Service Representative serves as a primary point of contact for patients across behavioral health practices. The role coordinates patient communications, appointments, inquiries, and administrative processes, helping create a welcoming experience through responsive, professional, and compassionate service in both English and Spanish. The representative navigates sensitive conversations, resolves routine concerns, and coordinates with clinical and administrative teams to support daily operations. Responsibilities include scheduling, confirming, rescheduling, and canceling appointments; communicating with patients by phone, email, and other channels; answering and routing calls; documenting messages; protecting patient confidentiality and following HIPAA requirements; assisting with general insurance questions, demographic updates, intake paperwork, and administrative requirements; resolving routine concerns and escalating complex, sensitive, clinical, coverage, authorization, or billing matters; contacting patients for reminders and follow-up; supporting registration and intake; and collaborating with front desk staff, medical assistants, providers, billing staff, and administrative leadership. Additional administrative, customer service, and operational duties may be assigned. The position requires a high school diploma or equivalent and fluency in English and Spanish. Candidates should have customer service or related service-oriented experience, strong communication, interpersonal, organizational, documentation, time-management, and problem-solving skills, and an understanding of patient confidentiality and protected health information. Proficiency in Microsoft Office, Outlook, Teams, and general computer applications is required. An associate degree or relevant coursework, healthcare experience, and experience with EHR, practice management, or medical scheduling systems are preferred. The employer describes a collaborative clinical environment and opportunities for professional development and participation in a growing behavioral health organization. It is an equal opportunity employer committed to a workplace free from discrimination, harassment, and retaliation. Positions requiring Florida Care Provider Background Screening through the Clearinghouse are subject to applicable background-screening requirements.

Requirements

High school diploma or equivalent.
Fluency in both English and Spanish, including the ability to communicate professionally and effectively with patients in both languages.
Excellent verbal and written communication skills and 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 ability to communicate effectively with individuals from diverse backgrounds.
Strong attention to detail, time management, documentation, 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

Assist patients with scheduling, confirming, rescheduling, and canceling appointments; maintain accurate scheduling records and help minimize scheduling gaps.
Communicate with English- and Spanish-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, or communicating protected health information.
Provide a welcoming, professional, and compassionate patient experience, demonstrating patience and a service-oriented approach.
Assist with general insurance-related questions, demographic updates, intake paperwork, and administrative requirements; escalate coverage, authorization, or billing concerns to the appropriate team.
Address routine patient concerns, identify appropriate 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 requirements.
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.