Job Description

:
ISTA Personnel Solutions SA is a dynamic and fast-growing BPO company based in South Africa, specializing in providing top-tier operational support to U.S.-based organizations. We are not a recruitment agency-we are a dedicated extension of our clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.
We are hiring!
We are seeking a Bilingual Call Centre Agent who is fluent in Spanish for our US based client in the healthcare sector. The successful candidate will be the first point of contact for patients and must provide outstanding service while handling appointment scheduling, general inquiries, and other patient support needs. Fluency in both Spanish and English is essential for this role.
NB - Working Hours:

• Monday to Friday
• 9:00am to 18:00pm Eastern Standard Time (EST) (15:00pm to 00:00am South African Standard Time (SAST). These hours are subject to change in accordance with daylight saving time in the United States.

PLEASE NOTE:

• Work Environment: This is a remote role for South African Citizens
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download), with wired Ethernet connectivity is mandatory. Applicants without a fixed fibre line CANNOT be considered
• Power Backup: A reliable backup solution for load shedding and outages is required. Applicants without a power backup cannot be considered

Duties & Responsibilities

• Handle inbound and outbound calls in both Spanish and English with professionalism and empathy.
• Assist patients with scheduling, rescheduling, and cancelling appointments.
• Provide accurate information about services, providers, locations, and procedures.
• Document all interactions in the patient management system according to protocols.
• Triage calls appropriately and escalate urgent issues to medical staff or management.
• Ensure patient confidentiality and adhere to HIPAA regulations.
• Support patients in navigating their care journey, including referrals, follow-ups, and reminders.
• Maintain a calm and helpful demeanour in high-pressure or emotionally charged situations.
• Collaborate with clinical and administrative teams to resolve patient concerns efficiently.

Requirements:

• Fluency in both Spanish and English (spoken and written) is required.
• Previous experience in a call centre, medical office, or customer service role preferred.
• Strong attention to detail and data accuracy.
• Ability to handle high call volumes while maintaining quality service standards.

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