Pre-Enrollment and Customer Support Agent

Summary

Join I STA Personnel Solutions South Africa as a Pre-Enrollment & Customer Support Agent, supporting a USA-based client offering dental insurance services. This remote role, open to South African citizens only, requires excellent communication skills and experience in healthcare or insurance customer service. You will proactively contact nursing home residents and their families to explain dental coverage details, address concerns, and ensure a smooth enrollment process. The position demands strong problem-solving abilities and the ability to manage multiple inquiries simultaneously. Working hours are Monday-Friday, 9 am to 6 pm EST (16h00 to 01h00 South African time). A fixed fibre line with a minimum speed of 25 Mbps and a reliable power backup solution are mandatory.

Requirements

• Proven experience in customer service, especially in healthcare or insurance
• English as a first language with excellent written and verbal communication skills
• Strong problem-solving abilities
• Ability to manage multiple inquiries simultaneously in a fast-paced environment, while maintaining attention to detail and providing personalized support
• A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection
• A reliable power backup solution

Responsibilities

• Contact nursing home residents and their families prior to enrollment to provide a clear and comprehensive overview of the dental coverage program
• Explain the details of the dental coverage, including what services are covered, coverage limits, and any exclusions
• Clarify the enrollment process and outline the timeline for coverage activation, billing, and payments
• Address any concerns or questions from residents and families about the program to reduce anxiety or confusion, particularly surrounding billing practices and what to expect once the first bill is issued
• Work closely with the Enrollment team to ensure all information provided is accurate and up-to-date and assist in resolving any discrepancies
• Provide clear and empathetic communication through phone, email, and/or chat, addressing issues and offering solutions in a timely manner
• Track and document all interactions in the CRM system to ensure proper follow-up and case management
• Maintain a thorough understanding of the dental coverage program and any changes to policies or procedures to provide accurate, up-to-date information