iSTA Solutions

Clinical Coordinator

• Review incoming patient referrals and assess them against facility admission criteria.
• Process referrals promptly, ensuring turnaround times are met, as referrals are often sent to multiple facilities simultaneously.
• Complete back-end admission processes following clinical approval, including:
• Insurance verification
• Medication reviews
• Authorization processing
• Compile completed documentation into admission packets and upload them into the system to finalize admissions.
• Liaise closely with U.S.-based teams to resolve queries and ensure referrals progress without delays.
• Maintain accurate and up-to-date records within the CRM system.
• Support daily admission conversions while meeting required turnaround times and quality standards.
• As you become established in the role, receive training to progressively review and interpret patient charts, including therapy notes, nursing notes, assessments, evaluations, and other clinical documentation to support future admission decisions.

Clinical Admissions Coordinator, USA Healthcare

Recruitment

• Candidate Sourcing: Use job boards, LinkedIn, referrals, and other channels to identify high-quality candidates.
• Screening & Interviews: Conduct initial candidate screenings and back-to-back interviews to match talent to client requirements.
• Candidate Management: Maintain strong relationships with candidates, providing regular updates and feedback throughout the recruitment process.
• Database Management: Keep candidate information accurate and organized in internal systems.
• Job Advertising: Write and post compelling job ads to attract suitable candidates.
• Collaboration: Work closely with 360-degree recruiters or account managers to ensure alignment with client needs.
• Market Research: Stay informed about industry trends to identify and engage with in-demand talent.

Recruitment Consultant, US Healthcare

Sales

• Conduct high-volume outbound calls to prospective customers.
• Engage prospects via phone, SMS, and other communication channels where applicable.
• Build rapport quickly and confidently manage objections.
• Encourage prospects to complete an online financial application.
• Accurately capture and update customer information within the CRM.
• Maintain detailed notes and follow-up activities.
• Meet daily activity and conversion targets.
• Work closely with the U.S.-based sales team to ensure smooth handover of qualified applications.

Outbound Sales Agent, US

• Lead, coach, and motivate a team of outbound sales agents.
• Monitor daily call activity, productivity, and conversion performance.
• Conduct regular coaching sessions and performance reviews.
• Listen to call recordings and provide actionable feedback.
• Ensure agents consistently meet quality and activity standards.
• Assist with onboarding and ongoing training of new team members.
• Work closely with the U.S. client to communicate performance metrics and operational updates.
• Identify coaching opportunities and implement performance improvement plans where required.
• Foster a positive, competitive, and results-driven team culture.
• Produce reports on team KPIs and conversion metrics.

Outbound Sales Team Lead

Administrative Assistant

• Perform daily data entry and maintain accurate records (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
• Provide general administrative support, including electronic filing and maintaining organized records
• Assist with compiling and capturing data for reports as needed
• Support scheduling and calendar coordination
• Communicate professionally with internal stakeholders and external contacts
• Provide light user support as needed (no prior training or experience required)
• Complete other ad hoc administrative tasks as required

Administrative Assistant, US Healthcare

Artificial Intelligence

• AI Oversight & Quality Assurance: Monitor AI-generated patient communications across multiple channels; review and adjust conversations for accuracy, quality, tone, and professionalism
• Tone & Empathy Optimization: Refine AI responses to be clear, conversational, empathetic, and culturally attuned to a U.S. audience — helping actively shape how the AI communicates, not just checking it
• Human Intervention & Escalation: Spot errors, inconsistencies, or complex questions; step in on nuanced conversations, gather context, and route critical details to the right team members
• Patient Outreach: Send accurate messages, updates, and routine reminders per established workflows
• Documentation & Support: Help create and maintain patient-facing support documentation and materials
• Systems & Platform Adaptation: Work across Airtable and the client's proprietary in-house application, which is currently mid-migration — expect to operate across both platforms in the near term before the team moves fully onto the native app
• Process Improvement & Reporting: Work with internal teams to spot messaging trends, categorize information, and suggest improvements to AI performance and workflow
• Compliance & Service Levels: Keep meticulous records of patient interactions in line with healthcare policy, while meeting SLAs — with quality prioritized over raw speed

Patient Engagement Specialist – AI Quality

Customer Support

• Answer inbound calls & respond to patient enquiries in a timely and courteous manner.
• Verify patient insurance information, personal information and co-payments.
• Schedule/Reschedule appointments using the scheduling system.
• Provide patients with information on services.
• Input & update patient information in the scheduling system with precision and attention to detail.
• Maintain accurate and up-to-date records of patient appointments, medical needs and preferences.

Healthcare Inbound Customer Service Agent

Therapist

• Manage the day-to-day operations of multiple USA client accounts in the ABA Therapy Industry.
• Lead, coach and support remote agents to achieve performance, productivity and quality targets.
• Monitor attendance, adherence, productivity and KPIs, addressing performance concerns proactively.
• Conduct regular one-on-one coaching sessions and performance reviews with assigned agents.
• Build strong working relationships with assigned clients and serve as their primary operational contact.
• Respond to client enquiries, concerns and operational escalations promptly and professionally.
• Work closely with the Client Success Manager to ensure a consistent client experience.
• Analyse operational data and identify trends, risks and opportunities for improvement.
• Prepare and present weekly and monthly operational performance reports.
• Coordinate staffing, scheduling and resource planning to meet client requirements and service level agreements.
• Collaborate with Recruitment, HR, IT and Operations teams to ensure smooth onboarding and ongoing support for client accounts.
• Drive continuous improvement initiatives that enhance both client satisfaction and operational efficiency.

Client Account Manager, ABA Therapy Industry

Scheduling Coordinator

• Manage inbound and outbound calls independently during weekend and after-hours coverage
• Coordinate and fill caregiver shifts to ensure continuous client coverage
• Communicate professionally with clients, families, and caregivers regarding scheduling needs and changes
• Handle last-minute callouts, gaps in coverage, and urgent scheduling changes calmly and efficiently
• De-escalate and resolve concerns from unhappy or anxious clients and families with empathy and professionalism
• Multitask across multiple calls, systems, and priorities in a fast-paced environment without becoming overwhelmed
• Maintain accurate scheduling records and update internal systems accordingly
• Escalate complex or unresolved issues appropriately when needed
• Deliver exceptional customer service during every single interaction

Scheduling Coordinator, US Healthcare – After Hours

Client Services Representative

• Act as the main liaison between families and the clinical team throughout the ABA therapy process
• Manage client onboarding, including documentation and insurance authorization processes
• Coordinate scheduling for clients and clinical staff using electronic systems
• Track and manage all client-related documentation to ensure compliance and quality standards
• Collaborate closely with BCBAs, RBTs, and administrative staff to facilitate seamless service delivery
• Provide timely and professional updates to families, addressing questions and concerns with empathy
• Identify opportunities to improve operational workflows and client experience
• Support team performance by assisting with process improvements and communication best practices

Client Care Coordinator, Administrator – ABA Services

• Answer incoming after-hours calls professionally and efficiently.
• Resolve client and caregiver queries within the scope of after-hours support.
• Respond promptly to messages received through the company's texting platform.
• Notify clients of caregiver call-outs and coordinate replacement caregivers when required.
• Confirm caregiver schedules 1–2 hours before the start of each shift.
• Conduct initial intake calls for prospective clients interested in services.
• Accurately document all interactions and update caregiver schedules within the system.
• Assist with administrative projects and other after-hours support tasks as needed.

Customer Service Agent – US Healthcare, After Hours

• Submit and process billing claims for Medicaid and private insurance providers.
• Bill therapy session hours accurately through the **Waystar** clearinghouse.
• Investigate and resolve denied claims by identifying the reason for denial.
• Contact insurance companies to obtain claim information and resolve billing issues.
• Correct and resubmit denied claims in a timely manner.
• Assist with provider and company credentialing with insurance companies.
• Ensure clinicians remain credentialed with the appropriate insurance providers.
• Maintain accurate records and ensure compliance with billing procedures.

Billing Assistant – US Healthcare, ABA Therapy

Project Manager

• Coordinate multiple multifamily renovation and light commercial construction projects from initiation through completion.
• Drive project timelines, ensuring milestones and deliverables remain on track.
• Coordinate daily with subcontractors, vendors and internal stakeholders to ensure work progresses according to schedule.
• Monitor project budgets, identify potential cost risks and escalate concerns where required.
• Coordinate material procurement and track deliveries to minimise project delays.
• Manage project schedules and proactively resolve issues that could impact deadlines.
• Process and track change orders while ensuring project documentation remains accurate and up to date.
• Maintain accurate records within the project management system.
• Identify project risks early and work with the team to implement practical solutions.
• Communicate professionally and confidently with U.S.-based clients, vendors and internal teams.

Construction Project Coordinator, Residential/Light Commercial

General

• Handle inbound calls, texts, and messages from prospective patients, many of whom are experiencing depression, anxiety, suicidal ideation, or crisis.
• Conduct empathetic, structured intake conversations with a target duration of 6–11 minutes — long enough to build rapport and gather key information, efficient enough to maintain throughput.
• Identify appropriate treatment pathways (Spravato, IV Ketamine, or TMS) based on patient history, insurance status, and clinical eligibility criteria.
• Schedule evaluation consultations and onboard patients into the clinic management system.
• Manage existing patient calls, including rescheduling, follow-up appointments, and re-engagement of lapsed contacts.
• Gather essential pre-qualification information (e.g., prior medication history required for Spravato eligibility, insurance coverage).
• Identify red flags that would indicate a patient is unlikely to convert, and handle those calls professionally without wasting clinical resources.
• Work closely with the clinical team to ensure only appropriately qualified patients are scheduled for consultations.
• Utilise the clinic’s patient management and CRM system to log interactions, set tasks, track follow-ups, and manage milestones.
• Maintain an organised, up-to-date pipeline of leads and patient contacts.
• Proactively reach out to prospects who previously expressed interest but did not convert.
• Participate in quality assurance reviews of calls and interactions.
• Contribute to post-visit follow-up initiatives (e.g., checking in with patients after their first appointment).
• Identify process improvements and raise them constructively with the supervising team.

Patient Intake Coordinator – USA Healthcare

Insurance

• Verify patient insurance coverage for transportation services
• Coordinate with in-network transportation providers to arrange patient rides
• Manage complex booking scenarios requiring problem-solving and alternative solutions
• Ensure all possible options are exhausted to secure transport for patients
• Communicate effectively with medical insurance providers, patients, and internal teams
• Maintain accurate records of bookings, verifications, and communications
• Take ownership of cases from initiation through to successful resolution