Job Description

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ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency - we operate as a dedicated extension of our US-based clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.
We are seeking a Dental Care Coordination Lead to support the client's remote dental care operations. This role is suited to current Team Leaders or Supervisors who already manage care coordination or case management responsibilities within healthcare, medical aid, insurance, or complex service environments.
The role is ideal for someone with a medical or dental background, an excellent telephone manner, strong administrative capability, and a proven ability to manage complex, sensitive cases with empathy, professionalism, and sound judgment.
PLEASE NOTE:

• Working Hours: This role requires you to work USA hours, Mon - Fri from 9 am to 6 pm EST (15h00 pm to 24h00am South African time. These working hours are subject to change depending on daylight savings and/or the operational requirements of the company.
• Work Environment: This is a fully remote working role.
• You will be required to work on both South African and US 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 the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.

Key Responsibilities:

• Review and interpret dental procedure reports submitted by dentists.
• Proactively contact patient representatives (nursing homes, family members, or POAs) to explain recommended treatments and obtain consent.
• Translate complex dental terminology into clear, understandable language with confidence and empathy.
• Maintain accurate and compliant records of all communications, approvals, and follow-ups.
• Coordinate closely with internal dental and operational teams to ensure timely treatment approvals.
• Take ownership of a high-volume caseload, including transitions from previous handlers (training and handover provided).
• Exercise sound judgment, discretion, and professionalism during sensitive or emotionally charged conversations.
• Think independently and creatively to resolve approval delays, objections, or communication breakdowns.
• Deliver a consistently high standard of customer care while building trust with all stakeholders.
• Apply leadership-level accountability, organization, and decision-making in daily case management.

Requirements:

• Team Leader or Supervisor experience is mandatory, with responsibilities aligned to care coordination, case management, approvals, or stakeholder communication.
• Previous exposure to healthcare, dental, medical aid, insurance, or complex customer care environments is strongly preferred.
• Proven ability to manage sensitive conversations and make independent decisions without constant escalation.
• Solid understanding of medical and dental terminology or demonstrated ability to research and comprehend clinical information quickly.
• Exceptional verbal communication skills and professional telephone etiquette.
• Strong organizational, prioritization, and multitasking skills in a high-volume environment.
• High level of technical competence and confidence using multiple systems and digital tools.
• Calm, empathetic, and emotionally intelligent approach, especially under pressure.
• Ability to work autonomously, follow detailed processes, and take ownership of outcomes.

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

Skills Required