Healthcare Inbound Customer Service Agent - USA Hours (Remote)

ISTA Personnel Solutions South Africa is a dynamic, fast-growing BPO company providing operational support to U.S.-based healthcare companies. We are not a recruitment agency. 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. If you are not contacted within 14 working days, please consider your application unsuccessful.