Job Description

ISTA Personnel Solutions South Africa - we are a global BPO company, partnering with a US-based client in the Healthcare sector, who is urgently seeking a Inbound Customer Service Agent.
We are seeking a highly professional individual 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) Mon - Sunday (includes night shifts and working public holidays)
• Work Environment: This is a fully remote working role.
• Internet (fibre): Candidates must possess a fixed fibre line with a minimum speed of 25 Mbps for both upload and download, capable of supporting a wired Ethernet connection
• Power backup: Candidates must have a power backup solution to manage loadshedding or power outages.

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.

Skills Required