Inbound Customer Service Agent

ISTA Personnel Solutions South Africa is a dynamic, fast-growing BPO company providing operational support to U.S.-based healthcare companies. We act as a dedicated extension of our clients’ teams, delivering high-quality service with precision and professionalism.

We are seeking a highly professional Inbound Customer Service Agent 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) Monday - Sunday (includes night shifts)
• 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. Connections via Rain, LTE, 5G, or similar are not acceptable. Applicants without a fixed fibre line will not be considered
• Power Backup: A reliable backup solution is required to manage load shedding and outages (UPS, inverter, solar, etc.). Applicants without a reliable backup solution will not be considered
• Work Environment: Fully remote

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.