Bilingual Phone Representative
TypeFull-time job
LocationHonduras
Posted2 hours ago
Work From Anywhere in LATAM
A virtual pediatric healthcare provider specializing in multispecialty ADHD care is looking for a Bilingual Phone Representative to onboard prospective patients and schedule their first appointments over the phone.
The practice delivers clinician-led, guideline-based care through a collaborative team of medical and behavioral specialists, and is standing up a brand-new concierge function — making this the first hire on an emerging patient-experience team with a clear path toward future leadership.
Day-to-day, the role handles inbound and outbound calls to prospective families, guides them through onboarding, explains complex billing and insurance information, navigates objections and difficult conversations, and ensures patients complete post-call steps such as consent forms and diagnostic uploads. The representative also acts as liaison between families and providers and surfaces technical issues to product and engineering. Success means a smooth onboarding experience, consistently met scheduling and sales targets, and reliable feedback loops across teams.
Core Responsibilities
Client Relationship Management & Strategic Partnership (35%)
Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact
Understand clients' business goals, challenges, and needs through regular discovery and consultation
Act as strategic partner offering proactive solutions aligned with client objectives
Communicate regularly with clients via email, phone, video conferences, and other channels
Provide guidance on how clients can best utilize solutions to meet their specific needs
Build rapport and ensure clients feel valued, supported, and heard throughout their journey
Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally
Client Onboarding & Product Adoption (30%)
Assist new clients during onboarding, ensuring smooth implementation and setup
Provide education and training on product features, benefits, and best practices
Conduct product training sessions to ensure clients are proficient in using offerings
Guide clients through initial setup with clarity about services, procedures, and expectations
Facilitate enrollment and verify that all documentation is accurate and complete
Monitor early adoption patterns and provide proactive support during critical first 90 days
Ensure clients achieve early wins and understand value proposition clearly
Account Growth & Performance Monitoring (20%)
Monitor and analyze client usage data to identify trends, opportunities, and potential issues
Identify opportunities for upselling or cross-selling additional products or services
Collaborate with sales teams to explore potential growth avenues and expansion opportunities
Track and report key performance metrics related to client success and engagement
Proactively address underutilization or engagement drops before they lead to churn
Present business reviews showcasing ROI, usage insights, and recommendations
Drive account expansion through strategic consultation and value demonstration
Issue Resolution & Cross-Functional Collaboration (10%)
Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues
Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence
Ensure timely and satisfactory issue resolution to maintain client satisfaction
Partner with Care Operations, Revenue Operations, and other teams to optimize workflows
Work cross-functionally to address client needs and remove barriers to success
Advocate for clients internally, ensuring their voice influences product and process decisions
Documentation, Reporting & Process Improvement (5%)
Maintain up-to-date client interaction records in CRM and management systems
Gather client feedback to help improve products, services, and internal processes
Create and maintain reports on client success metrics and KPIs
Identify opportunities to improve internal workflows and contribute to operational efficiency
Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality
Document best practices, success stories, and lessons learned for team knowledge sharing
Requirements
Requirements
Must-Have
Proven experience in outbound and inbound phone-based sales or telemarketing
Native or C1+ Spanish (CEFR) and C1+ English (CEFR) for bilingual, patient-facing communication
Hands-on experience with CRM or sales software (Salesforce, HubSpot, or comparable)
Experience with telephony or customer service platforms (Zendesk or equivalent)
Demonstrated track record of meeting or exceeding individual sales or call-volume targets
Experience clearly explaining billing, insurance, or other complex financial information to customers
Proficiency with Google Workspace and Slack
Nice-to-Have
Experience in healthcare, telehealth, or a patient-facing clinical environment
Familiarity with patient onboarding, appointment scheduling, or insurance verification workflows
Exposure to consent-form handling or medical documentation collection
Experience as an early hire on a newly formed or scaling team
Benefits
Competitive Salary: Based on experience and skills
Remote Work: Fully remote—work from anywhere
Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
Generous PTO: In accordance with company policy
Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
Direct Mentorship: Guidance from international industry experts
Learning & Development: Ongoing access to resources for professional growth
Global Networking: Connect with professionals worldwide
Our Recruitment Process
Application
Screening
Skills Assessment
Topgrading Interview
Client Interview
Job Offer
Client Onboarding
Ready to Join Us?
If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.
Originally posted on Himalayas
A virtual pediatric healthcare provider specializing in multispecialty ADHD care is looking for a Bilingual Phone Representative to onboard prospective patients and schedule their first appointments over the phone.
The practice delivers clinician-led, guideline-based care through a collaborative team of medical and behavioral specialists, and is standing up a brand-new concierge function — making this the first hire on an emerging patient-experience team with a clear path toward future leadership.
Day-to-day, the role handles inbound and outbound calls to prospective families, guides them through onboarding, explains complex billing and insurance information, navigates objections and difficult conversations, and ensures patients complete post-call steps such as consent forms and diagnostic uploads. The representative also acts as liaison between families and providers and surfaces technical issues to product and engineering. Success means a smooth onboarding experience, consistently met scheduling and sales targets, and reliable feedback loops across teams.
Core Responsibilities
Client Relationship Management & Strategic Partnership (35%)
Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact
Understand clients' business goals, challenges, and needs through regular discovery and consultation
Act as strategic partner offering proactive solutions aligned with client objectives
Communicate regularly with clients via email, phone, video conferences, and other channels
Provide guidance on how clients can best utilize solutions to meet their specific needs
Build rapport and ensure clients feel valued, supported, and heard throughout their journey
Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally
Client Onboarding & Product Adoption (30%)
Assist new clients during onboarding, ensuring smooth implementation and setup
Provide education and training on product features, benefits, and best practices
Conduct product training sessions to ensure clients are proficient in using offerings
Guide clients through initial setup with clarity about services, procedures, and expectations
Facilitate enrollment and verify that all documentation is accurate and complete
Monitor early adoption patterns and provide proactive support during critical first 90 days
Ensure clients achieve early wins and understand value proposition clearly
Account Growth & Performance Monitoring (20%)
Monitor and analyze client usage data to identify trends, opportunities, and potential issues
Identify opportunities for upselling or cross-selling additional products or services
Collaborate with sales teams to explore potential growth avenues and expansion opportunities
Track and report key performance metrics related to client success and engagement
Proactively address underutilization or engagement drops before they lead to churn
Present business reviews showcasing ROI, usage insights, and recommendations
Drive account expansion through strategic consultation and value demonstration
Issue Resolution & Cross-Functional Collaboration (10%)
Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues
Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence
Ensure timely and satisfactory issue resolution to maintain client satisfaction
Partner with Care Operations, Revenue Operations, and other teams to optimize workflows
Work cross-functionally to address client needs and remove barriers to success
Advocate for clients internally, ensuring their voice influences product and process decisions
Documentation, Reporting & Process Improvement (5%)
Maintain up-to-date client interaction records in CRM and management systems
Gather client feedback to help improve products, services, and internal processes
Create and maintain reports on client success metrics and KPIs
Identify opportunities to improve internal workflows and contribute to operational efficiency
Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality
Document best practices, success stories, and lessons learned for team knowledge sharing
Requirements
Requirements
Must-Have
Proven experience in outbound and inbound phone-based sales or telemarketing
Native or C1+ Spanish (CEFR) and C1+ English (CEFR) for bilingual, patient-facing communication
Hands-on experience with CRM or sales software (Salesforce, HubSpot, or comparable)
Experience with telephony or customer service platforms (Zendesk or equivalent)
Demonstrated track record of meeting or exceeding individual sales or call-volume targets
Experience clearly explaining billing, insurance, or other complex financial information to customers
Proficiency with Google Workspace and Slack
Nice-to-Have
Experience in healthcare, telehealth, or a patient-facing clinical environment
Familiarity with patient onboarding, appointment scheduling, or insurance verification workflows
Exposure to consent-form handling or medical documentation collection
Experience as an early hire on a newly formed or scaling team
Benefits
Competitive Salary: Based on experience and skills
Remote Work: Fully remote—work from anywhere
Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
Generous PTO: In accordance with company policy
Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
Direct Mentorship: Guidance from international industry experts
Learning & Development: Ongoing access to resources for professional growth
Global Networking: Connect with professionals worldwide
Our Recruitment Process
Application
Screening
Skills Assessment
Topgrading Interview
Client Interview
Job Offer
Client Onboarding
Ready to Join Us?
If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.
Originally posted on Himalayas
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