Healthcare Support CSR - Voice

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Healthcare Case Manager to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Account Specific Roles and Responsibilities

• Receive qualified patients from the intake team after initial eligibility confirmation
• Guide patients through the onboarding process, including Medicaid setup and documentation collection
• Determine the appropriate onboarding path based on the patient’s Medicaid approval status
• Schedule and coordinate necessary assessments, and ensure patients complete them on time
• Follow up consistently with patients to support them through each onboarding step
• Perform extensive voice work, including calling patients and engaging in clear, supportive conversations
• Enter patient data accurately and in detail into the appropriate systems or tools
• Move tasks through the process in accordance with established workflows and timelines
• Document all interactions and actions taken, ensuring completeness and clarity
• Apply logic and reasoning to determine appropriate next steps based on patient progress and unique scenarios
• Adapt learned concepts to handle variations in patient onboarding needs or process flow
• Maintain a task-oriented mindset while building trust and rapport with patients
• Ensure a smooth transition for patients from onboarding to receiving services

• Excellent verbal English skills, including fluency, listening comprehension, and a neutral or clear accent
• Strong phone communication skills — patient, personable, and professional tone
• Ability to apply critical thinking, logic, and reasoning to guide patients through complex processes
• Basic computer proficiency, including navigating web-based systems and using MS Office and Outlook
• Detail-oriented with the ability to accurately document patient information and track task progress
• Comfortable with high-volume voice work and patient follow-ups
• Familiarity with U.S. Healthcare and Medicaid processes, including eligibility and approval steps is preferred
• Experience supporting patients or clients in an onboarding, intake, or case management role is preferred
• Understanding of healthcare-related terminology or documentation requirements is preferred

What Can We Offer You?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our Commitment To You

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all-inclusive environment where everyone thrives