Inbound Customer Service Agents (FTC) | US Healthcare | Rotating Shifts (Remote)

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients' operations. We focus on long-term placements where you contribute directly to the client's success.

We are currently building a talent pool for an upcoming seasonal hiring campaign with one of our valued US healthcare clients.

This US-based company provides convenient, same-day healthcare services by sending trained medical assistants and connecting patients with licensed healthcare providers in their homes, helping individuals and families receive medical care without needing to travel to a clinic or waiting room

Each year, in preparation for the US flu season, our client significantly expands their team. We are inviting experienced customer service professionals to express their interest early.

If you enjoy helping people, thrive in a fast-paced environment, and are looking for an exciting remote opportunity supporting the US healthcare industry, we'd love to hear from you.

PLEASE NOTE:

• Employment Type: 3 to 6 month Fixed-Term Contract (FTC) linked to the USA flu season. While there is no guarantee of permanent employment, exceptional performers may be considered for future opportunities should they arise.
• Working Hours: Rotating shifts which can include nights, days and weekends (40-hour work week).
• Public Holidays: This role requires working on both South African and U.S. 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 wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
• Work Environment: Fully remote

Key Responsibilities:

• Answer inbound calls and respond to patient enquiries in a professional, friendly and timely manner.
• Verify patient insurance information, personal details and co-payment requirements.
• Schedule and reschedule patient appointments using the client scheduling system.
• Provide patients with accurate information regarding available healthcare services.
• Capture and update patient information with a high level of accuracy.
• Maintain complete and up-to-date records of appointments, patient needs and preferences.
• Deliver an exceptional customer experience while maintaining confidentiality and professionalism.

• Exceptional English communication skills, both verbal and written.
• Professional, polished and customer-focused approach.
• Strong work ethic with a commitment to delivering excellent service.
• Fast learner with strong problem-solving abilities.
• Critical thinker who can accurately interpret information and make sound decisions.
• Ability to remain calm and professional under pressure.
• Patient, empathetic and compassionate when assisting customers.
• Previous customer service or call centre experience is advantageous.
• Experience working with US healthcare insurance, including Medicare and Medicaid, will be highly beneficial but not a requirement.

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