Role overview

Qualifications

Exceptional English communication skills
Strong work ethic
Fast learner with strong problem-solving skills
Ability to remain calm under pressure

Responsibilities

Answer inbound calls and respond to patient enquiries in a timely and courteous manner
Verify patient insurance information, personal information and co-payments
Schedule/Reschedule appointments using the scheduling system
Maintain accurate and up-to-date records of patient appointments, medical needs and preferences

Key facts

Remote from: Africa, United States
Full time
Customer Service Representative (B2B)
English

Hard skills

Managed Care

Other skills

Customer Service
Problem Solving
Analytical Thinking
Adaptability
Composure
Empathy
Patience

About the company

iSTA Solutions

Welcome to Ista Solutions, your go-to remote staffing solutions provider. We understand the challenges businesses face when managing their workflows and finding the right people to execute their vision. That's why we exist—to be your dedicated partner in growth. Here are some reasons why our services are a must-have for your business: -We provide tailor-made workflow solutions that cater to your unique business requirements, helping you streamline your operations, reduce the turnaround time, and maximize efficiency. -Our agents are skilled, experienced, and solely focused on your company. They are trained to deliver outstanding results while working closely with your team and adhering to your company's culture. -We leverage our global resources to provide comprehensive support for your business, including technical assistance, billing services, and recruitment. This way, you can focus on growing your business while we take care of the back-end operations. At Ista Solutions, we believe in the power of building strong relationships with our clients. We strive to be your long-term partner in success, providing ongoing support and guidance to help you navigate through any challenges that may arise. We understand the importance of transparency and honesty in business. That's why we pride ourselves on being open, ethical, and straightforward in all our client interactions. Without Ista, healthcare companies commonly face: -Overburdened workforce -Increased demand for productivity -The need to reduce operational costs -The lack of specialized expertise in-house -Difficulty finding reliable remote staff We know that these problems can have a big effect on the growth and success of your business, which is why we're here to offer you complete remote staffing solutions. Whether you need customer service support, technical assistance, or a team of virtual assistants, we have the expertise to help you achieve your business goals.

Company details

Company typeLarge

Company size1001 - 5000

Links

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Job description

ISTA Personnel Solutions South Africa is a dynamic, fast-growing BPO company providing operational support to U.S.-based healthcare companies. We are not a recruitment agency. We act as a dedicated extension of our clients’ teams, delivering high-quality service with precision and professionalism.

We are seeking a highly professional Inbound Customer Service Agent with exceptional English communication skills, who demonstrates dedication and a strong work ethic. The ideal candidate will be a fast learner with excellent problem-solving abilities and a sharp analytical mindset, particularly when interpreting insurance details and making well-informed decisions. Flexibility to adapt to a dynamic work environment, composure under pressure, and the ability to approach customer concerns with empathy and patience are essential for success in this role.

PLEASE NOTE:

Working Hours: This role requires you to work 5-day rotating shifts - USA hours (EST) Monday - Sunday (includes night shifts)
Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA)
Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Connections via Rain, LTE, 5G, or similar are not acceptable. Applicants without a fixed fibre line will not be considered
Power Backup: A reliable backup solution is required to manage load shedding and outages (UPS, inverter, solar, etc.). Applicants without a reliable backup solution will not be considered
Work Environment: Fully remote

Job Responsibilities:

Answer inbound calls & respond to patient enquiries in a timely and courteous manner.
Verify patient insurance information, personal information and co-payments.
Schedule/Reschedule appointments using the scheduling system.
Provide patients with information on services.
Input & update patient information in the scheduling system with precision and attention to detail.
Maintain accurate and up-to-date records of patient appointments, medical needs and preferences.

Requirements:

Sophisticated with exceptional English communication skills.
Strong work ethic.
A fast learner with strong problem-solving skills.
Critical thinker, particularly when interpreting insurance details and making informed decisions.

Ability to remain calm under pressure.

Ability to display empathy and patience in addressing customer concerns.
Familiar with US Healthcare Insurance (Medicare, Medicaid) will be an added benefit.

If you are not contacted within 14 working days, please consider your application unsuccessful.