About the position: We’re looking for a full-time Patient Concierge Representative for our Patient Concierge Team in the Medellin area. As part of our Patient Concierge Team you will have the chance to help us improve the healthcare experience in the US for thousands of patients. Ideal candidates are passionate about helping patients with scheduling appointments, answering questions, and addressing any non-clinical concerns. Responsibilities: - Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc. - Provide accurate, satisfactory answers to patients’ queries and concerns - De-escalate situations involving dissatisfied patients, offering patient assistance and support - Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit) - Guide patients through navigating the practice website and or troubleshooting the member/patient app - Help patients to find the right care and specialists within the practice network - Review patient accounts, providing updates and information about billing and other account items - Collaborate with other concierge services professionals to improve patient experience - Help to train new employees and inform them about the company’s customer management policies Required skills and qualifications: - University degree - Strong communication, both written and verbal (candidates be fluent in English and Spanish, C1 or above preferred) - Great active listening skills - A patient and empathetic attitude - Strong time management and organizational skills - Adaptability and flexibility - Comfortable working in fast-paced environments - Excellent troubleshooting skills - Computer literacy (experience with Salesforce Health Cloud is a plus) - Phone skills, including familiarity with complex or multi-line phone systems - Expertise in the customer service area and/or healthcare is a plus Benefits: - Prepaid medical plan (starting after the 2nd month of employment) - 15 days of paid vacation - Extra days off: Employees can accumulate 4 hours per month of additional time off based on attendance (starting after the 4th month of employment). - Free snacks every Monday and Wednesday, Lunch every Friday - Free coffee station - Quarterly team events - English coaching - Weekly wellness activities such as dancing and yoga Tipo de puesto: Tiempo completo, Indefinido Pregunta(s) de postulación: - ¿Te sientes cómodo tomando un promedio de 50-70 llamadas al día? - ¿Estás ubicado en Medellín o en sus alrededores? Idioma: - inglés (Obligatorio)