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

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

Ista SolutionsWorkFromHome, Free State, South Africa
7 hours ago
Job type
  • Remote
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 U.S.-based client offers Virtual Speech Therapy and is 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) — 16 : 00 to 01 : 00 South Africa time, subject to change with daylight savings.
  • Thursday : 12 : 00 PM – 9 : 00 PM (EST) — 18 : 00 to 03 : 00 South Africa time, subject to change with daylight savings.
  • Friday : 9 : 00 AM – 5 : 00 PM (EST) — 15 : 00 to 23 : 00 South Africa time, subject to change with daylight savings.

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.

Power Backup : A reliable power backup solution is required to manage load shedding and power outages.

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.

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

    Seniority level : Mid‑Senior level

    Employment type : Full‑time

    Job function : Management

    Industries : IT Services and IT Consulting

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