Customer Service Specialist - Bilingual (PST)

Scan.com is a digital health scale-up focused on making diagnostics accessible and efficient. They are seeking a Customer Service Specialist to act as a vital link between patients, providers, and internal teams, ensuring smooth communication and coordination of appointments and case updates.

Responsibilities:

• Serve as a trusted liaison for patients, providers, and attorneys, providing proactive updates on appointment status, scheduling changes, reports, records, and other case-related needs
• Schedule patient appointments across multiple locations and providers, including same-day bookings, reschedules, and cases requiring specific equipment or specialist availability
• Own patient follow-up to support appointment attendance, including reminders, confirmations, outreach, and appropriate escalation when issues arise
• Coordinate the timely and accurate delivery of scan reports, imaging records, lien forms, and related documentation, tracking outstanding items through completion
• Manage high-volume communication across phone, email, text, and internal channels, triaging requests by urgency, complexity, and customer impact
• Maintain accurate, up-to-date documentation in internal systems so teammates have a clear and reliable view of each case
• Partner with sales, scheduling, Interops, AR, and leadership to resolve issues, keep cases moving, and provide a seamless service experience
• Meet and aim to exceed service expectations for response times, follow-through, documentation accuracy, and customer communication
• Flag recurring issues or workflow gaps to management with thoughtful recommendations, not just problem statements
• Serve as a trusted resource for the team by modeling strong communication, accuracy, urgency, and follow-through while helping support consistency during high-volume or high-pressure periods

Requirements:

• Bilingual in English and Spanish
• Customer-first attitude
• Highly organized
• Comfortable working across multiple communication channels and systems
• Ability to thrive in a high-volume environment
• Pride in accuracy
• Ability to balance empathy with urgency
• Strong communication skills
• Attention to detail
• Ability to manage multiple tasks, priorities, systems, and deadlines
• Proactive identification of issues and collaboration with cross-functional teams to resolve problems
• Clear and professional communication with patients, providers, attorneys, and teammates
• Ability to maintain accurate, up-to-date documentation in internal systems
• Ability to meet and aim to exceed service expectations for response times, follow-through, documentation accuracy, and customer communication
• Ability to flag recurring issues or workflow gaps to management with thoughtful recommendations
• Healthcare or Healthcare Tech experience is strongly preferred/prioritized
• Experience in a fast-paced customer service, communications, scheduling, healthcare, legal, imaging, or other high-volume service environment
• Experience using CRM systems, scheduling software, telephony platforms such as Dialpad, and other communication tools, or you are confident in learning new systems quickly