Pre-Enrolment & Customer Support Agent (USA Dental Care) - US hours (Remote)

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified
• Company: ISTA Personnel Solutions South Africa (partnering with a USA-based client offering Dental Insurance Service)

Job Description: ISTA Personnel Solutions South Africa is seeking a proactive and well-spoken individual to support families and residents of nursing homes with the pre-enrolment process for dental coverage. This role focuses on clarifying the dental coverage program and ensuring residents and their families understand all aspects of the program, particularly regarding coverage, costs, and billing processes. By providing clear communication before enrolment begins, you will help prevent confusion and ensure families feel confident, especially when the first bill arrives.

Working Hours & Environment

• Working Hours: Mon - Fri, 9:00 AM - 6:00 PM EST (16:00 PM - 01:00 AM South African time). Subject to change based on Daylight Savings.
• Work Environment: Remote role for South African Citizens only.

Internet & Power Requirements

• Internet: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages.

Key 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, 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.

Requirements

• Proven experience in customer service, especially in healthcare or insurance.
• English as a first language with excellent written and verbal communication skills (required).
• Strong problem-solving abilities.
• Ability to manage multiple inquiries simultaneously in a fast-paced environment, while maintaining attention to detail and providing personalized support.