Medical Customer Service Representative (Spanish-Speaking)

Who We Are

At Health Haven and Health Synergy Clinical Research , we are building a modern and integrated model of psychiatric care that combines high-quality outpatient treatment, interventional psychiatry, and industry-sponsored pharmaceutical clinical research.

Our mission is to provide compassionate, evidence-based mental health care while helping advance the future of psychiatric treatment through ethical clinical research and innovative therapeutic approaches. With continued expansion across Florida, our organization offers physicians the opportunity to grow within a collaborative, high-performing environment focused on clinical excellence, innovation, operational efficiency, and long-term professional development.

We are committed to creating an environment where physicians can thrive clinically, professionally, and financially while working alongside an experienced multidisciplinary team dedicated to exceptional patient care.

Who You Are

You are a compassionate, service-oriented professional who enjoys helping others and creating exceptional patient experiences. You are fluent in Spanish and English, communicate confidently with diverse populations, and understand the importance of professionalism, confidentiality, and attention to detail in a healthcare environment. You are organized, dependable, patient, and comfortable managing multiple responsibilities while maintaining a welcoming and supportive approach.

What You’ll Do

The Medical Customer Service Representative serves as a primary point of contact for patients, helping coordinate communication, appointments, inquiries, and administrative processes across our behavioral health practices. This position plays an important role in creating a welcoming patient experience by providing responsive, professional, and compassionate assistance in both English and Spanish. The ideal candidate can navigate sensitive conversations, resolve routine concerns, and coordinate effectively with clinical and administrative teams to support efficient daily operations.

• Appointment Coordination:

Assist patients with scheduling, confirming, rescheduling, and canceling appointments while maintaining accurate scheduling records and helping minimize scheduling gaps.

• Bilingual Patient Communication: Communicate effectively with Spanish-speaking and English-speaking patients by phone, email, and other communication channels, ensuring patients understand scheduling instructions, administrative requirements, and next steps.
• Call Management: Answer incoming calls, respond to patient inquiries, direct calls to the appropriate departments, and ensure messages are documented and routed promptly.
• Confidentiality and Documentation: Maintain patient confidentiality and follow HIPAA requirements when accessing, discussing, documenting, and communicating protected health information.
• Customer Service and Patient Experience: Deliver a welcoming, professional, and compassionate experience by responding to patient needs, demonstrating patience, and maintaining a service-oriented approach during every interaction.
• Insurance and Administrative Support: Assist patients with general insurance-related questions, demographic updates, intake paperwork, and administrative requirements while escalating coverage, authorization, or billing concerns to the appropriate team.
• Issue Resolution: Address routine patient concerns, identify appropriate solutions, and escalate complex, sensitive, or clinical matters to the appropriate clinical or administrative personnel.
• Patient Follow-Up: Contact patients regarding appointment reminders, missing paperwork, scheduling needs, and other administrative follow-up requirements.
• Registration and Intake Support: Assist new and established patients with registration, demographic verification, intake documentation, and completion of required administrative forms.
• Team Collaboration: Work closely with front desk personnel, medical assistants, providers, billing staff, and administrative leadership to support timely communication and efficient patient workflows.
• Other Duties as Assigned: Perform additional administrative, customer service, and operational responsibilities as needed to support organizational objectives and daily practice operations.

What You’ll Bring

• Education: High school diploma or equivalent required. Associate degree or additional coursework in healthcare administration, business administration, or a related field preferred.
• Bilingual Proficiency: Fluency in both English and Spanish is required, including the ability to communicate professionally and effectively with patients in both languages.
• Communication Skills: Excellent verbal and written communication skills, including the ability to explain administrative information clearly and professionally.
• Customer Service Experience: Previous experience in customer service, patient services, call center operations, front desk administration, or a related service-oriented position.
• Healthcare Experience: Previous experience in a medical office, behavioral health practice, outpatient clinic, or other healthcare environment preferred.
• HIPAA Knowledge: Understanding of patient confidentiality, protected health information, and the importance of maintaining privacy in a healthcare setting.
• Interpersonal Skills: Strong relationship-building skills, empathy, patience, professionalism, and the ability to communicate effectively with individuals from diverse backgrounds.
• Organizational Skills: Strong attention to detail, time management, documentation, and the ability to manage multiple priorities in a fast-paced environment.
• Technical Skills: Proficiency in Microsoft Office, Outlook, Teams, and general computer applications. Experience with electronic health records (EHR), practice management systems, and medical scheduling software preferred.
• Problem-Solving: Ability to exercise sound judgment, manage routine patient concerns, recognize when escalation is necessary, and maintain professionalism during challenging interactions.

What We Offer

• Comprehensive Medical Plans
• Dental Insurance
• Vision Insurance
• Employer-paid Short-Term Disability
• Employer-paid Long-Term Disability
• Employer-paid Life Insurance
• Voluntary Benefits
• Employee Assistance Program (EAP)
• Paid Vacation Time
• Paid Sick Time
• Paid Federal Holidays
• Professional Development Opportunities
• Collaborative Clinical Environment
• Opportunities to Participate in a Growing Behavioral Health Organization

Equal Opportunity Employer

We are an equal opportunity employer and comply with all applicable federal, state of Florida, and local employment laws. Employment decisions are made without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by law. We are committed to maintaining a workplace free from discrimination, harassment, and retaliation, and to fostering an inclusive environment where all employees are treated with fairness, dignity, and respect.

All positions requiring Florida Care Provider Background Screening through the Clearinghouse are subject to background screening requirements under House Bill 531 (2025). For more information, please visit the Care Provider Background Screening Clearinghouse Education and Awareness website at https://info.flclearinghouse.com