Healthcare Customer Service Representative

About the role

Excello BPO is hiring an experienced Healthcare Customer Service Representative for an on-site position in Managua, Nicaragua, supporting a US-based healthcare provider. The role covers inbound and outbound calls, appointment coordination, patient intake and documentation, and requires strong communication skills and professional handling of patient interactions.

Key responsibilities

• Handle inbound and outbound calls to help patients schedule, confirm and reschedule appointments.
• Conduct patient intake by collecting and documenting personal, medical and case-related information.
• Follow up with patients on appointments, pending information and continuity of care, and contact prospective patients and approved leads to set up initial appointments.
• Assist with patient re-engagement and follow-up communications, and handle sensitive or challenging interactions with empathy.
• Explain healthcare services, care models and treatment options within established guidelines.
• Collect and document information on auto accidents, workers' compensation and attorney referrals when applicable.
• Enter and maintain patient information accurately in Electronic Health Record (EHR) systems, and review documentation for accuracy and completeness.
• Distribute incoming medical reports to the right departments and collaborate with internal teams.
• Maintain patient confidentiality and follow privacy and data protection procedures.

Required profile

• Previous experience in healthcare customer service, medical appointment scheduling, patient intake or a related healthcare support role.
• Advanced written and spoken English.
• Experience handling inbound and outbound calls professionally.
• Strong communication, active listening, organizational and problem-solving skills; able to work in a fast-paced, patient-focused environment.
• Preferred: experience with US-based healthcare providers, EHR/EMR systems, patient scheduling or intake, and knowledge of workers' compensation, personal injury or auto accident cases.

Required skills

• Comfortable with computer systems, digital documentation and data entry.
• Ability to manage multiple tasks while keeping patient records accurate.