Bilingual Call Centre Agent

Summary

Join ISTA Personnel Solutions SA, a BPO company in South Africa, as a Bilingual Call Centre Agent! This remote role supports a US healthcare client, requiring fluency in Spanish and English. You will be the first point of contact for patients, scheduling appointments and handling inquiries. A fixed fibre line with 25 Mbps speed and a reliable power backup are mandatory. The position involves handling inbound and outbound calls, documenting interactions, and ensuring patient confidentiality. Previous call centre or medical office experience is preferred.

Requirements

• Fluency in both Spanish and English (spoken and written) is required
• A fixed fibre line with a minimum speed of 25 Mbps (upload & download), with wired Ethernet connectivity is mandatory
• A reliable backup solution for load shedding and outages is required

Responsibilities

• Handle inbound and outbound calls in both Spanish and English with professionalism and empathy
• Assist patients with scheduling, rescheduling, and cancelling appointments
• Provide accurate information about services, providers, locations, and procedures
• Document all interactions in the patient management system according to protocols
• Triage calls appropriately and escalate urgent issues to medical staff or management
• Ensure patient confidentiality and adhere to HIPAA regulations
• Support patients in navigating their care journey, including referrals, follow-ups, and reminders
• Maintain a calm and helpful demeanour in high-pressure or emotionally charged situations
• Collaborate with clinical and administrative teams to resolve patient concerns efficiently

Preferred Qualifications

• Previous experience in a call centre, medical office, or customer service role preferred
• Strong attention to detail and data accuracy
• Ability to handle high call volumes while maintaining quality service standards