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

Ista Solutions; Cape Town; Remote; ZAR 250 000 - 350 000; Full time

Job summary

A growing BPO company is seeking a Patient Onboarding & Insurance Specialist to join their remote team. This role includes managing client onboarding, explaining insurance benefits, and ensuring excellent client relationships. Ideal candidates have a background in customer service or insurance sales and possess strong communication skills. This is a full-time position with mid-senior level responsibilities.

Qualifications

• Previous experience in customer service, account management, or insurance sales required.
• Strong verbal and written communication skills.
• Proven ability to build relationships and maintain client trust.

Responsibilities

• Serve as the first point of contact for new clients.
• Verify and explain insurance coverage clearly.
• Act as a primary relationship manager for assigned clients.

Skills

Customer service experience

Good communication skills

Insurance knowledge

Detail-oriented

Sales skills

Tools

CRM systems

Microsoft Office

Google Suite

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 U.S.-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) — 16:00 to 01:00 South Africa time, subject to change with daylight savings.
• Thursday: 12:00 PM – 9:00 PM (EST) — 18:00 to 03:00 South Africa time, subject to change with daylight savings.
• Friday: 9:00 AM – 5:00 PM (EST) — 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