Job Description

ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company, specializing in providing top-tier operational support to U.S.-based companies. 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.
Our US-based client offeres Virtual Speech Therapy and are looking for a warm, detail-oriented, and persuasive professional to join their team as a Patient Onboarding & Insurance Specialist. This role combines client onboarding, insurance guidance, and ongoing relationship management. You will serve as the first point of contact for new clients/patients, ensuring a smooth start to their services, while building trust and supporting retention through excellent client care.
WORKING HOURS:

• Monday to Wednesday: 10:00 AM - 7:00 PM (EST)

(This currently equates to 16:00pm to 01:00am South African time, subject to change according to daylight savings with the US.)

• Thursday: 12:00 PM - 9:00 PM (EST)

(This currently equates to 18:00pm to 03:00am South African time, subject to change according to daylight savings with the US.)

• Friday: 9:00 AM - 5:00 PM (EST)

(This currently equates to 15:00pm to 23:00pm South African time, subject to change according to daylight savings with the US.)
PLEASE NOTE:

• 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.
• Work Environment: This is a fully remote working role.
• Public Holidays: You will be required to work on all South African public holidays (compensated as per BCEA)

Key Responsibilities:
Onboarding & Insurance Sales

• Serve as the first point of contact for new clients, ensuring a smooth and positive start to their virtual speech therapy journey.
• Verify, interpret, and explain insurance coverage for speech therapy services in a clear and confident manner.
• Promote services by educating clients on the value of offerings, highlighting insurance-covered benefits, and presenting self-pay options when applicable.
• Effectively handle inbound and outbound communications (calls, emails, texts) with professionalism and empathy.
• Guide clients through required steps to complete onboarding and begin therapy quickly.

Account Management

• Act as the primary relationship manager for assigned clients, ensuring awareness, satisfaction, engagement, and retention.
• Serve as an ongoing point of contact for client questions, benefit changes, or service adjustments.
• Proactively follow up with clients to encourage continued participation, troubleshoot barriers, and strengthen long-term loyalty.
• Collaborate with the scheduling and clinical teams to ensure seamless care transitions and consistent service delivery.
• Track and analyze client feedback, providing insights for process improvements and service enhancements.

Sales & Growth Focus

• Identify opportunities to expand client engagement, such as adding family members, additional sessions, or upgraded service packages.
• Partner with the Business Development and Payer Relations teams to align messaging and promote insurance partnerships.
• Contribute to achieving company growth and retention goals through effective account management and insurance-based sales conversations.

Requirements

• Previous experience in customer service, account management, or insurance sales required; healthcare or therapy setting experience strongly preferred.
• Strong verbal and written communication skills with the ability to explain complex insurance and clinical information simply and persuasively.
• Proven ability to build relationships and maintain client trust over time.
• Sales-minded with a track record of achieving goals while maintaining service excellence.
• Organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced, remote environment.
• Proficient in CRM systems, email platforms, and Microsoft Office/Google Suite tools.

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

Skills Required