Job Description
ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company based in South Africa, specialising in providing top-tier operational support to U.S.-based companies. We are not a recruitment agency — we act as a dedicated extension of our clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.
We are looking for a highly organised and detail-oriented Healthcare Quality & Data Coordinator to support the post-assessment workflow for a U.S.-based healthcare organisation.
In this role, you will be responsible for following up with local U.S. offices after client assessments, obtaining updates on outcomes and next steps, maintaining accurate CRM records, and ensuring that cases continue moving through the appropriate workflow stages.
The role is primarily admin-facing rather than client-facing. You will typically communicate with U.S. office teams to obtain updates rather than contacting clients directly. Where required, you may be assigned to contact clients to gather feedback or obtain additional information.
This is an ideal opportunity for someone who enjoys working with structured processes, maintaining accurate records, following up on outstanding information, and ensuring that no case or next step is overlooked.
PLEASE NOTE:
- Working Hours: Monday – Friday, 3:00 PM – 00:00 AM SAST (subject to daylight saving time).
- 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.
Responsibilities:
Follow up with local U.S. offices after client assessments to obtain assessment outcomes, next steps, and start-of-care updates.
Monitor post-assessment cases and follow up on outstanding information to ensure that no lead, case, or next step is missed.
Update HubSpot and internal CRM systems accurately with assessment outcomes, client decisions, workflow stages, and relevant notes.
Maintain accurate and up-to-date records across relevant systems.
Review information for accuracy, completeness, and consistency and identify missing or incorrect information.
Communicate professionally with U.S. office teams via email, phone, and internal systems.
Follow up with offices when updates are outstanding and ensure that relevant information is captured correctly.
Where assigned, contact clients to gather feedback regarding their experience and communicate the information internally.
Ensure that information received from offices is accurately reflected in the relevant CRM and workflow stages.
Escalate discrepancies, missing information, or concerns where additional clarification is required.
Track recurring issues and identify opportunities to improve workflow, data quality, and follow-up processes.
Maintain a thorough and organised approach when managing multiple cases and follow-ups.
Work closely with internal teams to ensure information is communicated accurately and workflow requirements are consistently followed.
Previous experience in Quality Assurance, Quality Control, Healthcare Administration, Operations, Data Management, CRM Administration, Coordination, or a similar role.
Experience working with CRM systems, databases, or other information-management platforms.
Strong attention to detail with the ability to identify missing, incorrect, or inconsistent information.
Excellent organisational and follow-up skills.
Strong written and verbal English communication skills.
Professional communication skills, particularly when dealing with U.S. teams or international stakeholders.
Ability to manage multiple cases, tasks, and follow-ups while maintaining accurate records.
Strong data-capturing and administrative skills.
Ability to work systematically and ensure that outstanding items are followed through to completion.
Comfortable working with repetitive processes while maintaining accuracy and consistency.
Strong problem-solving skills and the ability to identify when information requires clarification or escalation.
Ability to work independently and take ownership of assigned tasks.
Previous exposure to U.S. healthcare, home care, medical administration, or a U.S.-based BPO environment would be advantageous.
Comfortable working in a role that is primarily admin-facing rather than directly client-facing.
If you are not contacted within 14 working days, please consider your application unsuccessful.
