Customer Service Representative – Medical & Dental Practices (Remote, Bilingual: English/Spanish)

- Company: TeamFicient (on behalf of U.S. healthcare practice partners)
- Location: Remote
- Employment Type: Full-time (40 hours/week)
- Schedule: Monday – Friday, 9-hour shift (includes a 1-hour lunch break) | [Insert Time Zone, e.g., CST/EST]
- Compensation: $800 to $900 USD / month

Why Join Us? TeamFicient connects top international talent with leading U.S. businesses. Working across Eastern, Central, and Pacific time zones, our team operates in a collaborative remote culture built on trust, clear communication, and autonomy. In this role, you will gain hands-on experience supporting U.S. healthcare operations—building a solid foundation for a long-term career in patient coordination and healthcare administration.

About the Role

We are seeking an experienced, patient-focused Bilingual Customer Service Representative to manage inbound patient inquiries, guide patients through registration and policies, and schedule appointments according to practice guidelines.

We are specifically looking for candidates with a proven track record in medical or dental practice customer support. Whether your background is in general medicine, outpatient clinics, or dental offices, you will play a central role as the first point of contact for patients—handling communications with empathy and professionalism, keeping digital records updated, and escalating clinical matters appropriately.

Core Responsibilities

Patient Communication & Support

- Answer inbound patient calls and digital messages professionally in both English and Spanish across medical and dental workflows.
- Address general inquiries regarding office hours,



clinic policies, basic billing, insurance intake, and registration forms.
- Identify caller needs promptly, resolve routine administrative requests, or route inquiries to the correct clinical department or provider.
- Escalate urgent patient concerns, clinical triage questions, and formal complaints according to written clinic protocols.
- Maintain thorough, accurate call logs and patient interaction notes in the practice management software.

Appointment Scheduling & Confirmations

- Schedule, reschedule, and cancel patient visits based on specific practice criteria (provider availability, procedure types, insurance rules, and patient demographics).
- Manage scheduling nuances specific to medical visits (consultations, follow-ups) or dental care (cleanings, exams, treatment plans).
- Validate booking requirements before confirming reservations to prevent double-booking or scheduling errors.
- Send appointment reminders and conduct outbound confirmation calls to maintain full provider schedules.

Prescription Refills & Administrative Coordination

- Accurately gather prescription refill requests or pharmacy inquiries, routing them immediately to authorized clinical staff without providing medical guidance.
- Track the status of pending requests and communicate provider updates back to patients.

Compliance & Records Management





- Verify and update patient contact details, insurance information, and medical/dental history forms.
- Strictly maintain patient privacy and data confidentiality in full compliance with HIPAA standards.
- Complete all required onboarding and privacy protocol training prior to handling live patient communications.

Requirements

- Bilingual Fluency: Near-native proficiency in both English and Spanish (written and spoken).
- Healthcare Experience: Minimum 1+ years of direct customer service or patient coordination experience in a medical practice, dental office, or healthcare call center.
- Communication: High emotional intelligence, active listening skills, and the ability to de-escalate sensitive or anxious patient situations.
- Detail-Oriented: Proven ability to follow structured, multi-step workflows, scripts, and scheduling criteria across different practice types.
- Tech-Savvy: Comfortable navigating CRM, VoIP, or scheduling tools, with the ability to quickly master new software.
- Home Office Setup: A dedicated, quiet workspace, a reliable computer (Core i5 / 8GB RAM minimum), a wired USB noise-canceling headset, and stable high-speed internet (minimum 25 Mbps download / 10 Mbps upload).

Strongly Preferred

- Direct hands-on experience with medical EHR or dental practice management software (e.g., Open Dental, Dentrix, Eaglesoft, AthenaHealth, Kareo, eClinicalWorks).
- Prior experience with dental terminology (preventive, restorative, hygiene bookings) or general medical terminology and insurance verification.
- Familiarity with integrated communication platforms like Weave, RingCentral, or Vonage.

📌 Customer Service Representative – Medical & Dental Practices (Remote, Bilingual: English/Spanish) (Colombia)
🏢 Teamficient
📍 Colombia