MEDICAL CUSTOMER SERVICE REPRESENTATIVE

Full-Time, Remote, Independent Contractor

ABOUT THE ROLE

We are hiring a Remote Medical Customer Service Representative to support patients exploring medical care with U.S.-based private practices.

This is not a sales role and not a script-based call centre position. We are looking for someone who takes pride in delivering a calm, empathetic, and professional experience across phone, text, and email communication.

WHAT YOU'LL DO

• Answer inbound phone calls from patients exploring medical care
• Follow up with new patient enquiries submitted online via:
  • Phone
  • Text
  • Email
• Create a warm, professional, and reassuring experience across all communication channels
• Listen actively, validate concerns, and guide conversations naturally
• Follow call-flow guidelines while communicating in your own words, not from a script
• Help patients understand next steps and schedule consultations when appropriate
• Navigate multiple clinics, specialities, and medical terminology
• Adapt tone, pacing, and communication style to each individual patient
• Receive ongoing coaching and feedback, and apply it thoughtfully

WHO WE'RE LOOKING FOR

Required

• Previous phone-based customer service experience
• Warm, friendly, and engaging phone presence
• Strong emotional intelligence and active listening skills
• Professional, reliable, and coachable
• Ability to think on your feet and communicate naturally
• Quiet, professional work-from-home environment suitable for phone calls

SCHEDULE

• 40 hours per week
• Consistent schedule once assigned (US Hours)
• Must be open to evenings and weekends, particularly during onboarding
• Business operates 7 days per week
• Shifts may occasionally change based on operational requirements