Intugo, in partnership with a foreign company specializing in healthcare revenue cycle management and technology-enabled healthcare services, is looking for Contact Center Specialists to join its operations team in Guadalajara.
This position serves as a first point of contact for patients and healthcare consumers. The role focuses on providing professional and courteous support through inbound and outbound calls, assisting with appointment management, registration, information requests, and issue resolution while maintaining a positive patient experience and following healthcare privacy standards.
Key Responsibilities
- Answer high-volume inbound calls from patients, providers, and healthcare consumers in a professional and courteous manner.
- Schedule, reschedule, and cancel patient appointments across healthcare facilities and clinics.
- Provide accurate information regarding healthcare services, providers, locations, and procedures.
- Verify patient demographics, insurance information, and registration details.
- Resolve customer questions and concerns while maintaining a high level of patient satisfaction.
- Accurately document interactions in electronic health record (EHR) and customer service systems.
- Collaborate with clinics, providers, and support departments to address patient needs and service issues.
- Follow established contact center procedures, workflows, and service standards.
- Maintain confidentiality of patient information and comply with HIPAA and privacy regulations.
- Meet performance expectations related to quality, productivity, attendance, and service levels.
RequirementsMust-Have
- Completed degree / graduation required.
- Strong verbal and written communication skills.
- Ability to multitask and navigate multiple computer applications simultaneously.
- Strong problem-solving skills and a customer-focused mindset.
- Availability to work on-site in Guadalajara.
- Availability for the established operating schedule.
Nice-to-Have
- Previous experience in customer service, contact centers, healthcare, or patient access.
- Experience working with healthcare systems or electronic health record platforms.
- Experience with Epic is considered an advantage.
Compensation & Benefits
- $19,500 MXN gross monthly salary
- Mexican statutory benefits
- 30 days of Christmas bonus (aguinaldo)
- $1,000 MXN in food vouchers
- Private medical insurance
Ideal Candidate
The ideal candidate is service-oriented, organized, comfortable working in a high-volume contact center environment, and able to communicate clearly with patients and healthcare professionals. Attention to detail, confidentiality, and the ability to manage multiple systems at the same time are important for success in this position.
Job Type: Full-time
Pay: $19,500.00 per month
Education:
Work Location: In person
