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

ISTA SolutionsWorkFromHome, Mpumalanga, South Africa

3 days 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 US-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) — This equates to 16 : 00 to 01 : 00 South Africa time, subject to change with daylight savings.
Thursday : 12 : 00 PM - 9 : 00 PM (EST) — This equates to 18 : 00 to 03 : 00 South Africa time, subject to change with daylight savings.
Friday : 9 : 00 AM - 5 : 00 PM (EST) — This equates to 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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Healthcare Insurance • WorkFromHome, Mpumalanga, South Africa

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