Job Description

ISTA Personnel Solutions is a fast-growing, global BPO company. We are not a recruitment agency , we operate as a dedicated extension of our U.S.-based clients' teams, delivering high-quality operational support with precision, efficiency, and professionalism.

Our client provides dental services to nursing homes and long-term care facilities. They are seeking a highly motivated Patient Services Coordinator to act as the primary liaison between dental teams and patients, ensuring seamless communication and exceptional patient care. This fully remote, full-time role is ideal for professionals who are empathetic, patient, communicative, and analytical. The successful candidate will be responsible for managing high volumes of patient interactions, maintaining accurate records, and following established processes to support patient satisfaction.

This role offers opportunities for career growth, skill development, and long-term progression within the client's operations. Candidates will gain valuable experience working with U.S.-based healthcare teams and build expertise in patient service coordination and healthcare administration.

Please Note:

• Working Hours: Monday – Friday | 9:00 AM – 6:00 PM EST (3:00 PM – 12:00 AM South African time, subject to daylight savings)
• Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Connections via Rain, LTE, 5G, or similar are not acceptable. Applicants without a fixed fibre line will not be considered.
• Power Backup: A reliable backup solution is required to manage load shedding and outages (UPS, inverter, solar, etc.). Applicants without a reliable backup solution will not be considered.
• Work Environment: Fully remote.

Key Responsibilities:

• Manage a high volume of patient communications across phone, email, and other channels.
• Serve as the primary liaison between patients and dental professionals, ensuring clear, effective, and timely communication.
• Respond to patient inquiries, provide service information, and assist with scheduling requests.
• Assess patient needs and deliver appropriate solutions to ensure satisfaction and a positive experience.
• Maintain detailed and accurate records of all patient interactions in line with established communication procedures, policies, and guidelines.
• Provide empathetic, patient-centered, and professional support across all interactions.
• Prioritize and manage multiple tasks simultaneously while consistently upholding high service standards.
• Escalate complex or urgent issues appropriately to ensure timely and effective resolution.
• Collaborate closely with internal teams to ensure smooth and consistent service delivery.
• Use initiative to anticipate patient needs, establish efficient workflows, and maintain strong organization in a fully remote environment.

Requirements

• Previous experience in customer service, client support, or a call centre environment.
• Experience in healthcare, medical administration, dental services, or patient coordination is highly advantageous.
• Strong phone handling, active listening, and communication skills, both verbal and written.
• Analytical mindset with solid problem-solving abilities to assess and respond to patient needs effectively.
• Highly organized, detail-oriented, and capable of managing multiple priorities efficiently.
• Ability to work independently in a fully remote setting and self-manage with minimal supervision.
• Proficient in Microsoft Office (Word, Excel, Outlook) and standard email systems.
• Familiarity with healthcare or patient management software is advantageous but not essential.
• Professional demeanor with a strong sense of empathy, patience, and excellent interpersonal skills.

If you have not been contacted within 14 working days, please consider your application unsuccessful.