Healthcare Customer Service Representative

Patient Scheduling & Intake
On-site Position

Company: Excello BPO
Location: Managua, Nicaragua
Industry: Healthcare
Employment Type: Full-Time

Position Summary

Excello BPO is looking for an experienced Healthcare Customer Service Representative to support a US-based healthcare provider.

The ideal candidate has strong communication skills, experience in healthcare customer service, and the ability to manage patient interactions professionally and efficiently.

This position involves handling inbound and outbound calls, coordinating medical appointments, collecting patient information, and ensuring accurate documentation while delivering an excellent patient experience.

Key Responsibilities

• Handle inbound and outbound calls to assist patients with scheduling, confirming, and rescheduling appointments.

• Conduct patient intake by collecting and documenting accurate personal, medical, and case-related information.

• Follow up with patients regarding appointments, pending information, and continuity of care.

• Contact prospective patients and approved leads to coordinate initial appointments.

• Assist with patient re-engagement efforts and follow-up communications.

• Handle sensitive or challenging patient interactions professionally, demonstrating empathy and effective communication.

• Clearly explain healthcare services, care models, and available treatment options within established guidelines.

• Collect and document information related to auto accidents, workers' compensation, and attorney referrals when applicable.

• Accurately enter, update, and maintain patient information in Electronic Health Record (EHR) systems.

• Review patient documentation for accuracy, completeness, and proper processing.

• Receive, review, and distribute incoming medical reports and documentation to the appropriate departments.

• Collaborate with internal teams to ensure smooth patient communication and administrative processes.

• Maintain patient confidentiality and follow applicable healthcare privacy and data protection procedures.

Requirements

• Previous experience in Healthcare Customer Service, Medical Appointment Scheduling, Patient Intake, or a related healthcare support role.

• Advanced English proficiency, both written and spoken.

• Experience handling inbound and outbound calls in a professional environment.

• Strong communication, active listening, and interpersonal skills.

• Excellent organizational skills and attention to detail.

• Ability to manage multiple tasks while maintaining accurate patient records.

• Strong problem-solving skills and the ability to handle challenging conversations.

• Comfortable working with computer systems, digital documentation, and data entry.

• Ability to work effectively in a fast-paced, patient-focused environment.

Preferred Qualifications

• Experience working with US-based healthcare providers or medical practices.

• Familiarity with Electronic Health Record (EHR) or Electronic Medical Record (EMR) systems.

• Previous experience with patient scheduling, medical intake, or patient care coordination.

• Knowledge of workers' compensation, personal injury, or auto accident cases.

• Experience handling patient follow-ups and reactivation campaigns.

What We're Looking For

We are seeking a proactive, detail-oriented professional who can balance excellent patient service with accurate administrative support.

The ideal candidate is comfortable communicating with patients, managing appointment schedules, and handling sensitive information while maintaining a positive and professional approach.

Join Our Team!

If you have experience in healthcare customer service and enjoy helping patients while working in a dynamic, professional environment, we'd love to hear from you.

Apply today and grow your career with Excello BPO!