Senior Patient Care Representative (BOG)

Position Summary:

We are seeking a highly motivated and experienced Patient Care Representative to join our team. This role is crucial in managing patient inquiries with genuine empathy, qualifying prospects, and coordinating with insurance providers with meticulous care.

The ideal candidate is deeply empathetic and detail-oriented, with extensive experience in handling complex patient interactions with compassion. We are looking for someone who can wholeheartedly take ownership of processes and isn’t afraid to thoughtfully build out their own scripts and workflows. 

In this role, you will have an immediate, profound impact on people's lives, providing support and understanding every step of the way. Collaboration, infused with kindness and mutual respect, is key to being successful in this role.

Key Responsibilities:

• Handle inbound and outbound calls with profound empathy by assisting Medicaid patients with inquiries and service qualification, ensuring they feel heard and valued.
• Qualify potential clients and gently guide them through the Medicaid qualification process, offering support and clarity.
• Coordinate with insurance providers and manage Electronic Visit Verification (EVV) systems with careful attention to detail, ensuring seamless transitions for patients.
• Efficiently manage patient interactions, providing administrative support with genuine care and unwavering willingness to help.
• Maintain accurate records and documentation in our custom Medicaid qualification system with precision and a commitment to patient well-being.
• Identify process improvements and contribute to the development of best practices that prioritize patient comfort and ease.
• During downtime, thoughtfully reach out to missed calls from prospects to ensure no opportunities to provide care are lost.
• Build relationships internally with team members, ensuring a positive, team-oriented work environment built on mutual support and understanding.
• Participate in team calls and patient interactions via video, maintaining a professional, friendly, and reassuring approach.

Requirements:

• Advanced near native English proficiency is required to serve our diverse patient base.
• Minimum 3 years of customer service, executive assistant, insurance coordinator/patient access specialist, or equivalent (required).
• Strong ability to manage inbound and outbound calls professionally.
• Experience handling cold prospects and converting them into qualified patients.
• Familiarity with Medicaid qualification processes and EVV systems.
• Tech-savvy with experience using CRM systems and customer service software.
• Full-time availability and willingness to work on-site.
• Excellent communication and problem-solving skills.

We are looking for someone who is not only proficient in English but also enjoys building relationships, solving problems creatively, and taking ownership of their work. If you're ready to contribute and grow with us, we’d love to meet you!

This is an on-site role based in Bogota.