Team Lead CSR | Healthcare Account | with 21K Signing Bonus

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Customer Service Representative to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Account specific roles and responsibilities:

Team Lead

• Oversees daily operations for all agents delivering high-quality and valued services
• Conduct training and coaching, including insights and action plans to improve
• Analyze and report on productivity and other metrics - such as attendance, end-of-day reports, and compliance with company protocols
• Ensure that the client is updated on significant program activities, issues, and concerns through calls, emails, meetings, reports
• Perform other supervisory tasks as required
  

Order Processing

• Receive and process orders submitted via email, phone, and EMR.
• Accurately and efficiently enter detailed order information into the system.
• Process claims, submit to insurance, verify active coverage, and confirm primary/secondary insurance information.
• Gather insurance eligibility details and obtain prior authorizations when time permits, particularly for non-rush orders.
• Assign and manually dispatch orders to technicians based on region and availability.
• Review completed X-rays/images to ensure the technician performed the correct exam according to the order.
• Send images to the physician/radiologist for interpretation and process returned results.
• Ensure completed results are accurately communicated back to the requesting facility.
• Handle inbound calls and inquiries, including order status updates and general customer questions.
• Manage high-volume orders while maintaining accuracy, attention to detail, and timely communication.
• Potential to expand responsibilities, hours, weekend coverage, and support other operational areas. 

• 1 - 2 years BPO Experience in a Voice Account
• At least 6 months team lead / supervisory experience
• US healthcare insurance experience is an advantage
• Excellent verbal and written English skills
• Willing to work onsite in Buendia, Makati
• Amenable working weekends and night shift

What can we offer you?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives