ISTA Personnel Solutions is a dynamic, fast-growing BPO company. We are not a recruitment agency — we operate as a dedicated extension of our clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.
Virtual Assistant & Communications Coordinator
Location
South Africa
Posted
20 hours ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Virtual Assistant & Communications Coordinator
ISTA Personnel Solutions
Role Description We are currently seeking a perceptive and proactive Virtual Assistant & Communications Coordinator, preferably with experience in the U.S. healthcare industry. In this role, you will oversee AI-generated messages between patients and the healthcare team – reviewing, correcting, and customizing communications to ensure they sound natural, empathetic, and professional, and stepping in with a human response whenever needed. PLEASE NOTE: - Working Hours: Monday to Friday, 8 am – 5 pm EST (14:00 PM – 23:00 PM South African time – subject to daylight savings) - Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and support for a wired Ethernet connection is mandatory - Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered - Public Holidays: You will be required to work on all South African public holidays (compensated as per BCEA) - Work Environment: This is a fully remote role Responsibilities: - Send out messages and reminders to patients. - Help create and update support documents and information that go out to patients. - Assist with more complicated questions by getting all the right information together and passing it to the right people. - Work with the team to sort different types of messages and make processes more efficient. - Work with data and systems to help organize information for reports and evidence-gathering. - Complete daily data entry tasks (approx. 2 hours per day, varying based on workload). - Assist with setting up facilities and backend systems ahead of launch. - Draft emails, create documents, and follow up on outstanding items. - Monitor and oversee AI-generated patient communications across multiple messaging channels. - Review inbound and outbound patient conversations to ensure accuracy, quality, and professionalism. - Customize and personalize communications directly, rather than relying primarily on AI-generated responses. - Identify errors, inconsistencies, or situations requiring human intervention and take appropriate action. - Help shape the AI's communication style to ensure messages are clear, empathetic, conversational, and appropriate for a U.S. audience. - Follow established workflows, communication guidelines, and quality standards. - Work across multiple internal platforms during the transition to a proprietary application. - Collaborate with internal teams to identify trends and recommend improvements to processes and AI performance. - Provide light user support as needed (no prior training or experience required). - Maintain accurate records and ensure all patient interactions comply with internal policies and procedures. - Complete other ad hoc tasks as required. Qualifications - 6 months to 1 year experience in the U.S. healthcare industry preferred (experience with EHR systems or healthcare admin preferred). - Excellent communication skills in English, with the ability to conduct sensitive and nuanced conversations professionally. - Highly detail-oriented with strong time management skills. - Ability to write clean, well-structured customer emails in English, with excellent grammar and spelling. - Strong customer service background. - Good judgement and consistent, sound decision-making. - Adaptable and receptive to feedback. - Empathetic nature. - Computer literate with proficiency in Microsoft Office (Outlook and Word; no advanced Excel required). - Ability to work independently in a fast-paced, remote environment. - Familiarity with navigating databases and digital communication tools. Company Description ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients' operations. We focus on long-term placements where you contribute directly to the client's success.
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