Customer Service Specialist - Bilingual (PST)

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We're doing diagnostics differently, with solutions tailored to both patients and providers, all backed by our technology and world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

As a Customer Service Specialist, you will serve as a key connection point between patients, providers, attorneys, and internal teams. You’ll be responsible for keeping appointments, documentation, imaging reports, and case updates moving forward through clear, timely, and professional communication.

This role is ideal for someone who thrives in a high-volume environment, takes pride in accuracy, and knows how to balance empathy with urgency. In addition to managing your own workload, you’ll also help support team consistency by modeling strong communication, follow-through, and attention to detail while partnering with leadership to keep priorities moving and issues visible.

We’re looking for someone who is customer-first, highly organized, bilingual in English and Spanish, and comfortable working across multiple communication channels and systems throughout the day.

This is a fully remote position working 8:00 AM to 5:00 PM PST. Candidates on the West Coast are encouraged to apply, and candidates in the Pacific Time Zone will be prioritized during interviews.

Healthcare or Healthcare Tech experience is strongly preferred/prioritized

As a scaleup business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:

• 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.

THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE

• Build strong relationships with patients, providers, and attorneys by ensuring all communication (calls, emails, and texts) is clear, professional, and timely

• Become highly proficient in all communication tools (e.g., Front, Dialpad) and scheduling systems to streamline workflows

• Handle the delivery of appointment details, imaging reports, and lien forms to customers with 98%+ accuracy

• Collaborate effectively with internal teams (e.g., scheduling, interops, sales) to resolve issues and improve overall workflows

WHAT YOU MIGHT BRING TO THE TABLE: You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:

• You have experience in a fast-paced customer service, communications, scheduling, healthcare, legal, imaging, or other high-volume service environment.

• You are an excellent communicator across phone, email, chat, and internal messaging platforms, and can communicate clearly and professionally with patients, providers, attorneys, and teammates.

• You are detail-oriented and understand the importance of accuracy in all communications, documentation, appointment details, records, and follow-ups.

• You proactively identify issues, communicate them clearly, and collaborate with cross-functional teams to help resolve problems and improve workflows.

• You are a self-starter who can manage multiple tasks, priorities, systems, and deadlines without letting important details fall through the cracks.

• You have experience using CRM systems, scheduling software, telephony platforms such as Dialpad, and other communication tools, or you are confident in learning new systems quickly.
  

HOW WE WILL INTERVIEW YOU:
We keep our interview process short and sweet, and we’re a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:

1. Introductory call/interview with our Talent Partner. The call is via telephone and will last around 30 minutes.

2. Should it feel like there is an initial fit for all, we will invite you to a video interview with an Operations Manager, and then with the Director of Operations.

3. All of our roles will have a small assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, but we’re mindful of your time and try to keep it as simple as possible.

4. There will be a final interview with the Chief of Staff, or the COO regarding Values fit.

5. Offer!

BENEFITS:

We go beyond the basics with our benefits package. Here’s what you can expect from us:

• Salary range of $55,000 - $60,000

• 401k

• Healthcare, Vision, and Dental

• All the equipment needed for you to do your role effectively

• Personal Development budgets

• 18 days PTO plus public holidays

• 10 paid sick days

• Inclusive policies designed by our team, for our team

Diversity at SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team.

We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.