<span>Fertility Care Bilingual Customer Service Representative</span>

$50,000 - $55,000/Yr

Pozitivf Fertility - Houston, TX

Full-time - Entry Level

Houston, TX

About the position

The Bilingual Patient Advocate at Pozitivf Fertility serves as the primary point of contact for patients throughout their fertility journey, combining patient support with sales responsibilities. This role is essential in providing exceptional service to Hispanic and multicultural communities, ensuring that patients feel comfortable and understood while guiding them through their treatment options and financial consultations.

Responsibilities

• Serve as the first and last point of contact for patients during their clinic visits, managing check-ins and check-outs.
• Conduct financial consultations with patients after their treatment recommendation to guide them through the costs and help secure their commitment.
• Engage with potential patients over the phone, answering inquiries, qualifying leads, and scheduling appointments.
• Provide tours of the clinic and assist in the intake process, explaining procedures and tests to new patients.
• Coordinate with doctors and clinical staff to ensure smooth patient flow and proper handoffs for testing and treatment.
• Engage with patients in both English and Spanish, ensuring they feel comfortable and understood, particularly within the Hispanic community.
• Maintain and update patient records in the clinic's CRM and Electronic Medical Record (EMR) systems, ensuring accuracy and confidentiality.
• Work closely with internal staff to ensure a smooth and supportive patient journey, fostering a positive team dynamic.

Requirements

• Bilingual (Spanish/English): Fluency in both languages is essential.
• Proven ability to meet or exceed sales targets, preferably in a healthcare or customer service setting.
• Demonstrated ability to work with patients under stress, showing empathy and understanding of their emotional needs.
• Able to thrive in a dynamic, fast-paced environment with frequent changes to systems and workflows.
• Familiarity with CRM systems (e.g., Salesforce or HubSpot) and EMR systems is preferred, but training will be provided.
• Experience with healthcare confidentiality standards (HIPAA) is a plus.
• High level of accuracy in handling sensitive patient information and financial consultations.
• Experience working with multicultural populations, particularly Hispanic and African American communities, is highly desirable.

Nice-to-haves

• Previous experience in a customer service role, ideally in hospitality or call centers, especially those involving sales.
• Experience in healthcare, particularly in fertility services, is a plus but not mandatory.
• Familiarity with scheduling and managing patient calendars.

Benefits

• Competitive salary based on experience.
• Commissions/Bonus pay for sales milestones.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off and holidays.
• Professional development opportunities.