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Patient Onboarding & Insurance Coordinator (Healthcare) - EST Hours (Remote

Patient Onboarding & Insurance Coordinator (Healthcare) - EST Hours (Remote

ISTA Personnel SolutionsWestern Cape, ZA
12 days ago
Job type
  • Remote
  • Quick Apply
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.

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    Healthcare Insurance • Western Cape, ZA

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