Customer Service Representative - Patient Scheduling (Bilingual)

About the role

Fusion CX is hiring Customer Service Representatives for patient scheduling and healthcare support in El Salvador. You will act as a point of contact for patients of a network of medical clinics in the United States, helping them with medical appointments, service inquiries, insurance coverage, referrals and required documentation. The role involves accurate scheduling, record keeping and protection of confidential information.

Key responsibilities

• Schedule, confirm and reschedule medical appointments across multiple clinics
• Handle inbound calls from patients asking about services, availability and appointment preparation
• Assist patients with questions about insurance coverage, referrals and documentation
• Maintain accurate appointment records in the scheduling system
• Confirm patient details such as names, dates and insurance information
• Protect patient confidentiality and follow HIPAA requirements
• Manage high call volumes while meeting service-level agreements and patient satisfaction goals

Required profile

• B2-level English, spoken and written
• At least 18 years old with a valid identification document
• High school diploma completed
• Minimum of 6 months of contact center experience, preferably in healthcare or appointment scheduling
• Availability for rotating shifts, including weekends and holidays, and for initial training with 100% attendance
• Preferred: previous BPO experience in healthcare or patient access, and experience with medical appointment scheduling systems

Required skills

• Navigate the web, work across multiple windows and systems, use email and Microsoft Office or Google tools
• Functional typing and strong written English
• Empathy, accuracy, active listening and confidentiality