Denken Solutions Inc is an IT company with 14 years of experience with offices at California, Canada, India and Mexico, providing IT solutions in the United States.
Currently, we are looking for a Remote Call Center Representative (Bilingual - English/Spanish) to join us remotely from any location in Mexico.
The ideal candidate will be the first impression for all incoming patient communications. You’ll be responsible for answering calls, responding to online inquiries within 5 minutes, and scheduling appointments for general eye care, refractive evaluations, and urgent needs. This role is best suited for someone with a strong customer service background, excellent communication skills in both English and Spanish, and a high level of accountability.
Hiring: Prestador de Servicios (Tax Official Invoice / RESICO, Persona Física con Actividades Empresariales, etc.)
Labor Days: Mon- Fri from 8 AM to 5 PM PST
Salary: $20,000 - $27,000 MXN gross per month
Key Responsibilities:
- Answer all incoming patient calls professionally, efficiently, and with empathy.
- Respond to website forms and online inquiries within 5 minutes during business hours.
- Schedule appointments for general eye exams, LASIK/ICL evaluations, cataract consultations, and urgent visits.
- Upload and manage incoming faxes and documentation accurately.
- Maintain consistent communication with onsite teams through Microsoft Teams.
- Ensure all patient information is entered correctly into the practice management and EHR systems.
- Adhere to scripts, call center protocols, and escalation processes.
- Achieve performance goals based on industry-standard call metrics (response time, conversion rate, call resolution).
- Participate in required call center and sales training programs.
- Perform additional administrative tasks as assigned.
Requirements:
- Bilingual proficiency in English and Spanish is required.
- High school diploma or equivalent required; some college preferred.
- 1+ years of call center experience, preferably in a medical or ophthalmology setting.
- Strong customer service and communication skills with a professional phone presence.
- Tech-savvy with the ability to learn new systems quickly.
- Experience using Microsoft Teams and Office Suite.
- Comfortable working remotely with minimal supervision.
- Strong attention to detail, organization, and time management.
- Must maintain patient confidentiality and comply with HIPAA regulations.
- Flexible availability based on clinic scheduling needs.
Preferred Qualifications:
- Experience in a medical or ophthalmic call center.
- Familiarity with LASIK, ICL, and cataract procedures.
- Previous training or experience in sales or patient conversion.
- Schedule flexibility required to align with clinic operations and peak call times.
Performance Metrics:
- Average call handling time
- First-call resolution
- Appointment conversion rate
- Response time to web inquiries
- Patient satisfaction scores