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 offeres Virtual Speech Therapy and are 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 currently equates to 16:00pm to 01:00am South African time, subject to change according to daylight savings with the US.)
- Thursday: 12:00 PM – 9:00 PM (EST)
(This currently equates to 18:00pm to 03:00am South African time, subject to change according to daylight savings with the US.)
- Friday: 9:00 AM – 5:00 PM (EST)
(This currently equates to 15:00pm to 23:00pm South African time, subject to change according to daylight savings with the US.)
PLEASE NOTE:
- 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.
- 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.
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.
If you are not contacted within 14 working days, please consider your application unsuccessful.
