Bilingual Call Centre Agent (Spanish/English)

Company: ISTA Personnel Solutions SA Employment Type: Full-time Location Type: Remote Department: SA - Operations Published: 2025-07-04

Position Overview

ISTA Personnel Solutions SA, a dynamic BPO company based in South Africa, is seeking a Bilingual Call Centre Agent fluent in Spanish for a U.S.-based client in the healthcare sector. As the first point of contact for patients, you will provide outstanding service, handle appointment scheduling, general inquiries, and other patient support needs. Fluency in both Spanish and English is essential.

Working Hours

• Monday to Friday: 9:00 am to 6:00 pm Eastern Standard Time (EST)
• South African Standard Time (SAST): 3:00 pm to 12:00 am (midnight)
• Note: Working hours are subject to change in accordance with daylight saving time in the United States.

Requirements

• Language Proficiency: Fluency in both Spanish and English (spoken and written) is mandatory.
• Experience: Previous experience in a call centre, medical office, or customer service role is preferred.
• Skills:
  • Strong attention to detail and data accuracy.
  • Ability to handle high call volumes while maintaining quality service standards.
• Work Environment: This is a remote role for South African Citizens.
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) with wired Ethernet connectivity is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable backup solution for load shedding and outages is required. Applicants without a power backup cannot be considered.

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.

Application Instructions

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