Inbound Customer Service (Hospice Care) - Weekends (Remote)

ISTA Personnel Solutions South Africa - we are a global BPO company, partnering with a USA-based client in the Hospice Healthcare sector, who is seeking a Inbound Customer Service Representative to work weekends (PST hours (Pacific Time)).

We are looking for empathetic individuals with excellent English communication skills, a warm and engaging phone presence, and the patience to provide compassionate support to patients and families.

*** Working Hours: Fri 9am – 6pm; Sat/Sun & Mon 6am – 6pm ***

PLEASE NOTE:

• Work Environment: This is a fully remote working role.
• You will be required to work on both South African and US 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 the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.

Job Responsibilities:

• Manage all aspects of the patient intake process, including establishing and maintaining positive relationships with customers and referral sources.

• Respond to customer requests and concerns promptly and professionally.
• Handle insurance verification and authorization processes.
• Schedule appropriate staff to meet with patients and families to discuss hospice services in a timely manner.
• Coordinate hospital discharges and general admission processes.
• Perform data entry tasks, keeping all admission tracking logs up-to-date. ​

Requirements:
• Sophisticated with exceptional English communication skills
• Ability to display empathy and patience when addressing customer concerns.
• Minimum of one year experience in a customer service role, dealing with customers over the telephone or in person.
• Computer literate (Word, Outlook)

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