At Emerging Global Services, we specialize in hosting and providing operational support for international companies. Our clients deliver a wide range of services, including healthcare, financial, insurance, and technical support, through multiple customer service channels such as phone calls, live chat, email, support tickets, and fax. Our mission is to provide efficient, high-quality customer service.
Position Overview
As a Healthcare Experience Agent, your primary responsibilities will include providing clear guidance and continuous follow-up to customers, accurately documenting and updating information in assigned systems, meeting established performance metrics, identifying and escalating cases when necessary, following current operational procedures, and ensuring compliance with confidentiality protocols and regulations related to handling sensitive information.
Requirements
- Intermediate to Advanced English proficiency
- Basic computer skills
- Intermediate to advanced typing skills
- Customer service-oriented attitude
- Previous call center experience (preferred)
- Medical knowledge and/or healthcare experience (preferred)
Skills
- Time management
- Ability to prioritize tasks
- Effective communication
- Adaptability
- Multitasking
- Proactive mindset
- Microsoft 365 proficiency
- Empathy
- Active listening
- Receptiveness to feedback
- Stress management
Available Roles
Candidates will be considered for only one of the following positions:
Medical Appointment Scheduler
Responsible for assisting patients with scheduling, rescheduling, and canceling medical appointments while delivering an efficient, empathetic, and service-oriented experience. This role identifies the appropriate type of care, verifies patient information, insurance coverage, and eligibility, updates records in the appropriate systems, communicates any changes or additional requirements, provides clear information about policies, assists with medication refill requests, and maintains a professional approach, particularly in mental health-related cases.
Medical Referral Verification Specialist
Responsible for validating, coordinating, and following up on medical referrals issued by primary care physicians for both internal and external providers, ensuring patients are directed to the appropriate level of care or specialty. Duties include verifying clinical and administrative information, confirming patient eligibility, obtaining authorizations from internal departments or insurance providers, updating referral status in the system, communicating outcomes to patients, and ensuring compliance with confidentiality and medical data protection standards.
Medical Records Specialist
Responsible for managing, organizing, and safeguarding patients' clinical records while ensuring accuracy, integrity, and compliance with applicable privacy regulations. This position administers electronic health records, processes medical record requests, verifies identities and authorizations in accordance with HIPAA requirements, audits record activity, collaborates with clinical staff to resolve discrepancies, and communicates directly with patients and internal departments while strictly adhering to sensitive data protection policies.
What We Offer:
- Net weekly base salary of MXN $2,205
- Weekly performance bonus ranging from MXN $1,350.00
- Weekly transportation assistance: Reimbursement of up to MXN $120 per day for transportation apps (Uber, DiDi, InDrive, etc.), paid through weekly payroll.
- MXN $2,000 New Hire Bonus, payable after the first month of operations (excluding training and nesting periods; not applicable to rehires).
Full benefits required by Mexican labor law, including:
- Christmas bonus (Aguinaldo)
- Paid vacation
- 25% vacation premium
- Fonacot
- Infonavit
- IMSS (Social Security)
- Weekly pay
- Two days off per week
- Job stability
- Positive work environment
- Professional growth opportunities
Job Type: Full-time
Pay: $8,820.00 - $16,400.00 per month
Work Location: In person
