Client Services Representative

Employment Type: Full-time Location Type: Remote Workplace: Remote Language: English Department: SA - Operations Published: 2025-06-30

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Position Overview

ISTA Personnel Solutions South Africa, a dynamic and fast-growing BPO company, is seeking a Client Services Representative for its US-based client. The client is a mobile dental care provider serving residents in nursing homes. This is a non-clinical, administrative role focused on liaising between dental practitioners and patient representatives (family members, nursing homes, or Power of Attorneys) to obtain consent for recommended dental procedures.

The ideal candidate will be emotionally strong, patient, empathetic, and possess excellent analytical and communication skills.

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Working Hours

• Monday to Friday: 9:00 am to 18:00 pm Eastern Standard Time (EST)
• South African Standard Time (SAST): 15:00 pm to 00:00 am

(Note: Working hours are subject to change in accordance with daylight saving time in the United States.)

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Requirements

• Previous experience in healthcare, dental, or customer care roles is strongly preferred.
• Solid understanding of medical and dental terminology, or the ability to quickly research and comprehend it.
• Excellent verbal communication and telephone etiquette.
• Strong organizational and multitasking abilities.
• High level of tech-savviness; comfortable working with multiple digital tools.
• Empathetic, caring, and patient personality with the ability to stay composed under pressure.
• Adaptability to new systems and processes – willingness to follow detailed instructions.
• Ability to work independently and take initiative in solving problems.

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Key Responsibilities

• Manage a large volume of communications via phone and email.
• Review dental procedure reports submitted by dentists.
• Contact patient representatives (nursing home staff, family members, or POAs) to explain required dental treatments and obtain consent.
• Clearly communicate dental terminology and procedures, ensuring understanding and comfort.
• Maintain accurate records of communication, consents, and follow-ups.
• Coordinate effectively with internal dental teams to ensure timely treatment approvals.
• Exercise discretion, empathy, and professionalism during sensitive conversations.
• Think creatively and independently to resolve approval or communication issues.
• Provide exceptional customer care and build trust with all stakeholders.

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Work Environment & Technical Requirements

• Work Environment: This is a remote role for South African Citizens only.
• 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.

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Application Instructions

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