Customer Specialist

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Job Title: Bilingual Front Office Agent (English/Spanish)

About the Company:

Our Client is a growing telehealth nutrition practice dedicated to providing high-quality nutrition care and a smooth, patient-centered experience.

Job Description:

Our Client is looking for an experienced, reliable, and highly organized Bilingual Front Office Agent (English/Spanish) to support front office operations, patient scheduling, communication, and administrative tasks. The ideal candidate is customer-service-oriented, communicates effectively with patients and team members, manages multiple priorities, and works comfortably in a fast-paced remote healthcare environment.

Responsibilities of the role:

• Communicate with patients by phone, text, and other approved communication channels.

• Confirm and remind patients about appointments and provide clear telehealth instructions.

• Schedule, reschedule, and cancel appointments according to established procedures.

• Coordinate appointments between patients and Registered Dietitian Nutritionists (RDNs).

• Allocate patients to the appropriate RDN based on availability and established guidelines.

• Monitor schedules and promptly communicate changes or issues.

• Connect patients and RDNs through the appropriate video/telehealth platform.

• Verify patient insurance eligibility and coverage and communicate relevant information to patients.

• Check patients in and out and update demographic and administrative information.

• Process patient payments accurately and securely.

• Create and submit patient visits and required administrative documentation.

• Maintain accurate and timely records across applicable systems.

• Collaborate with RDNs, Appointment Setters, Eligibility, Back Office, supervisors, and other team members.

• Follow established workflows, policies, and procedures.

• Identify operational issues and escalate them when necessary.

• Perform clerical and administrative duties that support the smooth operation of the practice.

Required Experience and Qualifications:

• Previous administrative, medical office, healthcare, or customer service experience.

• Fluency in English and Spanish, both written and spoken.

• Excellent verbal and written communication skills.

• Strong attention to detail and organizational skills.

• Ability to manage multiple tasks and changing priorities.

• Experience providing exceptional patient or customer service.

• Strong problem-solving skills.

• Ability to work independently in a remote environment.

• Proficiency with Microsoft Office, including Outlook and Excel.

• Ability to learn and work with telehealth, scheduling, EHR, CRM, and communication platforms.

• Professionalism, discretion, and respect when handling confidential patient information.

• Reliable internet connection and a suitable workspace for effective remote work.

Preferred Skills:

• Experience in healthcare administration or a medical office environment.

• Familiarity with patient scheduling and appointment coordination.

• Experience working with insurance eligibility and patient account information.

• Comfort learning new healthcare and administrative systems.

Personality:

• Patient-centered and committed to providing a positive patient experience.

• Accountable and willing to take ownership of responsibilities.

• Reliable and proactive in a remote work environment.

• Detail-oriented and focused on accuracy.

• Collaborative when working with clinical and administrative teams.

• Adaptable and comfortable with changing workflows and priorities.

• Professional with strong communication and confidentiality standards.

Software & Tools:

• Microsoft Office, including Outlook and Excel

• Telehealth/video platforms

• Scheduling platforms

• Electronic Health Record (EHR) systems

• Customer Relationship Management (CRM) platforms

• Patient communication platforms

Schedule:

9am-6pm PST, with potential for overtime, including Saturdays.

4 working days per week, 1 day as a backup and 2 days off on a rotating schedule.

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Full-time remote opportunity.