Bilingual Customer Service Representative - Scheduling (Medical Account)

Dash BPO is growing in Asunción. We are looking for bilingual (English and Spanish) customer service representatives to support a U.S. healthcare appointment scheduling program. You will assist patients with scheduling and appointment-related inquiries, triage calls so patients reach the right appointment type or service, and perform HIPAA verification to protect patient privacy. The role focuses on accurate information, excellent customer service, and meeting performance targets such as Quality Assurance (QA) scores, Average Handle Time (AHT), schedule adherence, and productivity.

Key Responsibilities
• Handle inbound calls from patients about appointments, scheduling, insurance acceptance, and general support.
• Make outbound calls to schedule new exams or reschedule appointments.
• Triage calls so patients are directed to the appropriate appointment type, service, or insurance-related support.
• Perform HIPAA verification to ensure patient privacy and data security.
• Identify whether a patient’s insurance is accepted and explain eligibility requirements clearly.
• Explain common insurance terms such as deductibles, copays, coinsurance, and out-of-pocket maximums in a clear, patient-friendly way.
• Deliver accurate, clear, and timely information to patients.
• Achieve key performance targets: QA scores, AHT, schedule adherence, and productivity.

### Requirements
• Advanced English (spoken and written), B2/C1 level or higher; native or fluent Spanish.
• 6 months or more of call center or customer service experience; healthcare or insurance experience is a plus.
• Strong verbal and written communication skills.
• Excellent attention to detail.
• Ability to multitask and handle high call volumes efficiently.
• Comfortable with scheduling systems and basic computer applications.
• Strong problem-solving and decision-making skills.
• Customer-focused mindset with empathy and professionalism.
• Ability to follow HIPAA and company compliance guidelines.
• Available to work on site in Asunción, on shifts that support U.S. business hours.
• Legally able to work in Paraguay (Paraguayan cédula or valid residency).

Training
• Complete product training and nesting (on-the-job practice, including call handling).
• Achieve a minimum score of 85% on training assessments.
• Demonstrate mastery of systems, workflows, and program standards before certification for production.

### Benefits
Work Environment: What to expect?
• On-site role in Asunción, Paraguay, supporting U.S. operational hours.
• Fast-paced environment requiring attention to detail, urgency, and consistent follow-through.
• Full-time position with an international company and growth opportunities.