Healthcare Inbound Customer Service Agent

Summary

Join STA Personnel Solutions South Africa and partner with our US-based healthcare client as an Inbound Customer Service Agent. This remote role, open to South African citizens only, requires exceptional English communication skills, strong problem-solving abilities, and the ability to handle patient inquiries with empathy and patience. You will be responsible for answering calls, verifying insurance information, scheduling appointments, and maintaining accurate patient records. Success in this role demands flexibility, composure under pressure, and a sharp analytical mind, especially when interpreting insurance details. The position requires working US hours (EST) Monday-Friday and having a reliable internet connection and power backup.

Requirements

• Possess sophisticated and exceptional English communication skills
• Demonstrate a strong work ethic
• Be a fast learner with strong problem-solving skills
• Be a critical thinker, particularly when interpreting insurance details and making informed decisions
• Ability to remain calm under pressure
• Ability to display empathy and patience in addressing customer concerns
• Be a South African Citizen
• Possess a fixed fibre line with a minimum speed of 25 Mbps for both upload and download, capable of supporting a wired Ethernet connection
• Have a power backup solution to manage loadshedding or power outages

Responsibilities

• Answer inbound calls & respond to patient enquiries in a timely and courteous manner
• Verify patient insurance information, personal information and co-payments
• Schedule/Reschedule appointments using the scheduling system
• Provide patients with information on services
• Input & update patient information in the scheduling system with precision and attention to detail
• Maintain accurate and up-to-date records of patient appointments, medical needs and preferences

Preferred Qualifications

Be familiar with US Healthcare Insurance (Medicare, Medicaid)