RCM Customer Service Representative – Bilingual (English/Spanish)

About the role

The RCM Customer Service Representative will join Enovis’ Patient Services team in Tijuana, providing senior‑level case management and support to patients, providers, and insurers. Working East Coast business hours, the bilingual professional will handle complex reimbursement, insurance, and product‑quality issues while mentoring junior staff.

Key responsibilities

• Manage end‑to‑end patient cases, ensuring high‑quality service and timely resolution.
• Serve as primary contact for escalated inquiries from patients, providers, and payers.
• Explain detailed insurance benefits, reimbursement policies, and therapy information clearly.
• Support quality‑related patient calls and troubleshoot product issues.
• Resolve advanced customer service and reimbursement challenges with minimal supervision.
• Investigate and address complaints, service concerns, and operational issues.
• Mentor Patient Services Representatives I and II, assisting with onboarding and training.
• Collaborate with Sales, IT, Service, Manufacturing and other departments on cross‑functional projects.

Required profile

• Bilingual fluency in English and Spanish.
• Excellent verbal and written communication skills.
• Strong leadership and mentoring abilities.
• Ability to handle sensitive, high‑priority patient situations.
• Experience working independently and making sound judgments.

Required skills

What we offer

• Opportunity to work for a global medical‑technology leader.
• Professional development and mentorship.
• Collaborative, innovation‑driven environment.