Job Description

ISTA Personnel Solutions South Africa - we are a global BPO company, recruiting on behalf of our client, a USA-based dental services provider.
We are seeking a Dental Treatment Coordinator to support their remote dental care operations. This is a non-clinical, administrative role that involves liaising between dental practitioners and patient representatives (e.g., family members, nursing homes, or Power of Attorney) to obtain consent for recommended dental procedures.
This role is ideal for someone with a medical or dental background, excellent telephone manner, strong administrative skills, and the ability to manage complex cases with empathy and professionalism.
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.
• 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.
• Public Holidays: You will be required to work on all South African public holidays (compensated as per BCEA).

Key Responsibilities:

• Review dental procedure reports submitted by dentists.
• Contact patient representatives (nursing home staff, family members, or POAs) to explain the required dental treatment and obtain consent.
• Clearly communicate dental terminology and procedures, ensuring understanding and comfort.
• Maintain accurate records of communication, consents, and follow-ups.
• Coordinate effectively with internal dental teams to ensure timely treatment approvals.
• Handle a significant workload transitioning from a previous handler, with training and guidance provided.
• Use discretion, empathy, and professionalism during sensitive conversations.
• Think creatively and independently to resolve approval or communication issues.
• Provide exceptional customer care and build trust with all stakeholders.

Requirements

• Previous experience in healthcare, dental, or customer care roles strongly preferred.
• Solid understanding of medical and dental terminology (or ability to quickly research and comprehend).
• Excellent verbal communication and telephone etiquette.
• Strong organisational and multitasking abilities.
• High level of tech-savviness; comfortable working with multiple digital tools.
• Empathetic, caring, and patient personality with the ability to stay composed under pressure.
• Adaptability to new systems and processes - willingness to follow detailed instructions.
• Ability to work independently and take initiative in solving problems.

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

Skills Required