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 w