Patient Care Consultant - Onsite San Pedro Sula

Location: Onsite - San Pedro Sula
Employment Type: Full-Time
ABOUT THE ROLE
The Patient Care Consultant is the first point of contact for prospective patients and plays a critical role in growing a healthcare provider’s patient pipeline. This position provides information, guidance, and personalized support to help patients determine whether a specific service, procedure, and provider are the right fit for their needs.
The Care Specialist manages inbound and outbound patient communications across calls, chats, texts, emails, and web inquiries. Using proprietary training, tools, and technology, the primary goal is to guide patients throughout their care journey, build trust, and ensure they feel confident in their provider and treatment decisions.
This is an on-site position based in San Pedro Sula that requires a professional, patient-focused individual comfortable working in a fast-paced, highly collaborative environment.
RESPONSIBILITIES
- Demonstrate active listening, empathy, and professionalism when understanding patients’ needs and concerns related to clinical procedures.
- Assess and qualify prospective patients while providing compassionate guidance and scheduling consultations or follow-up appointments as appropriate.
- Manage high-volume inbound and outbound communications through phone calls, SMS, chat, email, web forms, and other approved channels.
- Communicate patient questions, concerns, urgent situations, and potential emergencies to the appropriate internal or client teams.
- Ensure timely follow-up with prospective and existing patients according to established service-level and quality standards.
- Maintain accurate and complete patient and lead documentation in the CRM and related systems.
- Follow up with patients after consultations and, when required, support post-procedure communication.
- Serve as a liaison between patients, internal teams, and clinical offices to ensure a smooth patient experience.
- Identify and escalate trends within the patient pipeline, including no-shows, scheduling delays, lead quality, and payment-related concerns.
- Collaborate with internal teams to improve patient experience, operational efficiency, and client revenue performance.
- Perform accurate data entry and maintain information required for weekly and monthly reporting.
- Maintain strict confidentiality when handling sensitive patient and healthcare information.
- Perform other duties as assigned.
QUALIFICATIONS
- Previous experience in customer service, hospitality, healthcare patient services, sales, call centers, or social work.
- Associate’s degree preferred or equivalent relevant professional experience.
- Experience working with CRM systems or database tools is preferred.
- Strong verbal and written communication skills.
- Excellent active listening and interpersonal skills.
- Ability to communicate with empathy and professionalism with people from diverse backgrounds.
- Strong multitasking skills, including the ability to type and document information while speaking with patients.
- Strong attention to detail, organization, and time management.
- Ability to think critically, make independent decisions, and appropriately escalate concerns.
- Ability to work effectively in a fast-paced, on-site team environment.
SOFT SKILLS & ATTRIBUTES
- Patient-focused and genuinely passionate about helping others.
- Empathetic, approachable, and relationship-oriented.
- Goal-driven with a strong focus on execution and results.
- Team-oriented while able to work independently.
- Highly organized and detail-oriented.
- Comfortable managing multiple priorities and client needs.
- Adaptable and able to learn new systems, procedures, and healthcare service lines quickly.
- Professional and confident when communicating with patients.
TECHNICAL REQUIREMENTS
- Ability to work from the company’s on-site office in Río de Piedras, San Pedro Sula.
- Comfortable working with CRM, communication, and patient management systems.
- Ability to use an approved HIPAA-compliant headset and other required equipment.
SCHEDULE & HOURS
- Generally aligned with client business hours, typically 7:00 AM-4:00 PM local time.
- Schedule may vary based on client needs, patient volume, training, and team coverage.
- Flexibility may occasionally be required to support different client time zones or operational needs.
PROFESSIONAL DEVELOPMENT
- Annual HIPAA and security compliance training.
- Ongoing professional development and training sessions covering service lines, systems, communication skills, and quality improvement.
- Continued training on healthcare procedures, patient experience, and client-specific processes.
INDUSTRY FOCUS
The role supports healthcare providers serving patients making high-consideration healthcare decisions, including:
- Bariatric & Weight Loss
- Fertility & Women’s Health / OB-GYN
- Orthopedics & Joint Replacement
- Cosmetic Procedures
- Hospice & Home Health
- Cardiac Care
- Other specialized healthcare services
PHILOSOPHY
Customer experience goes beyond customer service.
It is a proactive approach focused on understanding patient needs and anticipating the next step in their care journey.
ROLE PURPOSE
Provide personalized patient support before, during, and after care by delivering accurate information, guidance, and resources that help patients move confidently through their healthcare journey.
JOIN US AND ENJOY THESE PERKS!
- Competitive Salary: Earn a USD salary that matches your skills and experience.
- Paid Time Off: We value work-life balance, offering PTO so you can recharge.
- Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care.
- Salary Reviews every year!
- Paid Training and Certifications
Ready to put your puzzle-solving skills to the test? Join our team today!
Want to learn more about us?
LinkedIn: Puzzle
https://www.linkedin.com/company/puzzle-tech-recruitment/Instagram: @ https://instagram.com/puzzle.tech_?igshid=YmMyMTA2M2Y=puzzle.tech http://puzzle.tech_ https://instagram.com/puzzle.tech_?igshid=YmMyMTA2M2Y=

Employment type
FullTime

Work arrangement
No