Role Overview The After-Hours Virtual Support representative is responsible for receiving and screening inbound English and Spanish calls outside of regular medical center business hours. The representative determines callers’ needs, resolves concerns when possible, and redirects requests to the appropriate on-call provider or medical center. This position ensures that patients continue receiving professional support and high-quality care, even when the medical center is closed. Target Profiles We are actively looking for professionals with a strong clinical or medical administrative background, including:
• Medical Assistants
• Medical Virtual Support Specialists
• Nurses / Nursing Assistants
• Doctors / General Practitioners
• Paramedics / EMTs

Key Responsibilities
• Call Screening: Manage high-volume inbound calls in both English and Spanish with a professional and empathetic tone.
• Triage & Assessment: Determine the urgency of callers' needs and identify the appropriate course of action based on established protocols.
• Conflict Resolution: Resolve patient concerns or administrative inquiries whenever possible without escalation.
• Coordination:



Effectively redirect urgent medical requests to the designated on-call providers or the relevant medical center department.
• Documentation: Maintain accurate and detailed records of all interactions in the patient management system. Available Positions & Work Schedules We are currently hiring for two (2) positions with different availability

requirements:
• Full-Time Position: Standard weekly schedule (details to be discussed during the interview).
• Part-Time Weekend Position: Dedicated shift for Saturday and Sunday, 8:00 AM – 6:00 PM EST. Requirements
• Bilingualism: Must be able to switch between English and Spanish (written and verbal). Native or high-level Spanish proficiency is highly desired.
•

Experience:
Prior experience in customer service, medical front desk, or virtual support is highly preferred.
• Technical

Skills:
Proficiency in managing multi-line phone systems and electronic health records (EHR) is a plus.
• Communication: Exceptional active listening and de-escalation skills.
• Reliability: Strong commitment to the assigned schedule and punctuality. •

📌 After Hours Medical Virtual Support (Colombia)
🏢 HG BPO Services
📍 Colombia