Virtual Assistant / Patient Communications & Quality | US Healthcare (EST Hours)

ISTA Personnel Solutions is a fast-growing BPO delivering top-tier operational support to U.S.-based companies. We're not a recruitment agency — we operate as a dedicated extension of our clients' teams. We're currently hiring a perceptive, proactive, and tech-savvy Virtual Assistant / Patient Communications & Quality individual to join an exciting, forward-thinking medical campaign supporting a U.S.-based healthcare business. This role is focused on providing a human quality-control and support layer around patient communications . While technology and AI may assist with generating draft messages, your role will be to review, refine, and ensure every communication is accurate, clear, natural, professional, and empathetic before it reaches the patient. You will also step in when the system doesn't capture the correct information, when additional research is required, or when a patient interaction requires a human response. This is an ideal opportunity for someone with healthcare, customer service, or administrative experience who has excellent attention to detail, strong written communication skills, and the confidence to work across computer-based systems. PLEASE NOTE Working Hours: Monday–Friday, 14:00–23:00 SAST (subject to daylight savings). 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. Applicants without a fixed fibre line cannot be considered. Power Backup: A reliable backup is required to manage load shedding or outages. Applicants without a power backup cannot be considered. Work Environment: Fully remote. Key Responsibilities Review & Edit Patient Communications: Review draft patient messages and manually edit them to ensure they are accurate, clear, professional, natural, and empathetic. Patient Communication Support: Send routine patient updates, confirmations, reminders, and other communications accurately and in accordance with approved workflows. Human Quality Control: Identify when a draft response is incomplete, inaccurate, unclear, or does not appropriately address the patient's needs, and make the necessary corrections. Research & Information Gathering: Conduct basic online or system-based research to find the correct information needed to respond to patient queries. Escalation & Support: Recognize when a query requires additional assistance or information and ensure it is directed to the appropriate team member. Accurate Data Entry & Typing: Type and input information accurately and efficiently across multiple systems. Administrative Support: Maintain accurate records and documentation relating to patient communications and follow established processes. Systems & Platform Adaptation: Work across Airtable and the client's proprietary in-house application, which is currently mid-migration. You will operate across both platforms in the near term before the team moves fully onto the native application. Process Adherence: Follow established workflows, procedures, and healthcare-related guidelines while maintaining a high standard of accuracy and patient service. Quality & Service Levels: Maintain a high level of attention to detail while meeting required service levels and turnaround times Requirements 6 Months – 1 year of experience in the U.S. healthcare industry preferred (EHR systems or healthcare admin experience a plus) Excellent English communication skills, with the ability to handle sensitive and nuanced conversations professionally. Empathetic by nature, sharp attention to detail, organized, and self-driven. Computer literate, proficient in Microsoft Office (Outlook and Word; no advanced Excel required). Proven ability to work independently in a fast-paced remote environment, navigating multiple databases and digital tools. If you have not been contacted within 14 working days, please consider your application unsuccessful.