[Hiring] 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.