iSTA Solutions

Operations

• **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.
• As our operations grow, we're looking for an experienced **Operations Team Leader** to join our remote team and take ownership of agent performance across multiple USA-client accounts.
• **PLEASE NOTE: **
• - **Working Hours:** Mon – Fri 9:00am – 6:00pm **EST ***(16:00pm – 01:00am OR 15:00pm - 00:00am South African Time, depending on daylight savings in the USA), however must be flexible to work overtime and be available over weekends if needed.*
• - **Work Environment:** *This is a fully remote working role.*
• - You will be required to **work** on both South African and US **public holidays** (compensation for SA public holidays in accordance with the BCEA).
• - **Internet Requirements:** A **fixed fibre line** with a minimum speed of **25 Mbps (upload & download)** and the ability to support a **wired Ethernet connection** is mandatory. *Applicants without a fixed fibre line cannot be considered.*
• - **Power Backup:** A **reliable power backup solution** is required to manage **load shedding and power outages**. *Applicants without a power backup cannot be considered.*
• **What you'll actually be doing:**
• You'll be managing a portfolio of multiple client accounts (+-10-15) simultaneously, with a total agent headcount of approximately 20-40 remote agents. Each client has their own KPIs, phone systems, reporting tools, and operational requirements — and your job is to keep all of it running smoothly.
• On any given day, that means:
• - Monitoring agent productivity, attendance, and performance in real time across multiple platforms
• - Coaching and supporting agents to meet client-specific KPIs and quality standards
• - Communicating directly with US-based clients regarding agent performance, issues, and updates
• - Managing reporting across different client systems and tools
• - Identifying performance gaps early and acting on them — not waiting to be told
• - Supporting agent onboarding and training as new business comes on
• - Escalating issues appropriately and following through until resolved
• This is a high-accountability role. You will be the operational backbone between our clients and our agents.

Operations Team Leader – EST Hours

Project Manager

• Manage a high-volume inbox, prioritising and summarising key actions
• Own a fast-moving calendar with frequent changes and competing priorities
• Proactively protect the Directors time and manage scheduling conflicts
• Attend project kick-offs, take structured notes, and convert discussions into ClickUp task boards
• Track project progress across multiple teams and subsidiaries
• Follow up on deliverables, flag risks, and ensure accountability
• Capture clear, structured meeting notes and action items
• Produce summaries for team visibility
• Support creation of scope-of-work documentation before project initiation
• Own recurring operational tasks currently performed by technical staff (e.g. weekly report extraction across multiple entities in QuickBooks)
• Support CRM and data-related administrative tasks (e.g. HubSpot updates and reporting)
• Continuously identify and absorb repetitive workload from the BI team
• Learn and take ownership of new tools as required
• Work across multiple platforms and troubleshoot independently where possible

Executive Assistant, Project Coordinator

Insurance

• **Responsibilities:**
• - Conduct initial assessments of patients' medical conditions, care needs, and treatment goals. Develop Healthcare plans tailored to each patient's requirements.
• - Administer medications, treatments, and medical procedures as prescribed by healthcare providers. Monitor vital signs and assist with wound care, IV therapy, or other medical interventions.
• - Maintain accurate and up-to-date patient records, documenting care provided, changes in condition, and any incidents or concerns.
• - coordinates with US insurance providers

Case Management Specialist, US Healthcare Insurance

Business Intelligence Analyst

• Own and manage TA reports generated from the ATS
• Validate and clean data to ensure accuracy and consistency
• Troubleshoot reporting errors, including Excel formulas and data discrepancies
• Analyze trends and provide insights to support recruitment operations
• Recommend and implement improvements to reporting processes
• Collaborate with internal stakeholders including TA leadership

TA Reporting Analyst, Excel-Focused

Administrative Assistant

• Capture and process purchase orders from email with high accuracy
• Track and update order statuses across systems
• Send order confirmations and provide tracking details to customers
• Maintain organised and accurate records of orders and communications
• Monitor shared inbox and respond to queries professionally and timeously
• Coordinate with internal teams to ensure smooth order fulfilment
• Assist with administrative reporting and documentation
• Support accounts receivable processes and follow up on outstanding payments
• Contact customers for payment follow-ups when required
• Ensure all tasks are completed with strong attention to detail and accuracy

Admin Assistant – Part-time

Executive Assistant

• Provide high-level administrative support to executives and leadership
• Perform accurate and efficient data entry, with a strong focus on Excel-based reporting and tracking
• Manage and maintain CRM systems, ensuring data integrity and up-to-date records
• Coordinate and manage email communications, including drafting, responding, and organising inboxes
• Assist with scheduling, task tracking, and follow-ups on key deliverables
• Support operational processes and workflows across the business
• Handle ad hoc administrative tasks as required
• Identify opportunities to improve systems, processes, and efficiency

Executive Assistant, US Healthcare

Human Resources

• Acting as a first line of escalation for HR-related queries and concerns.
• Supporting annual performance reviews, appraisals, and salary adjustments.
• Assisting with HR documentation and administrative processes.
• Conducting research to support new HR policies and ensure legal compliance.
• Supporting implementation of new processes and procedures.
• Handling ad hoc HR and operational tasks as delegated by the Director.
• Maintaining accurate records and ensuring organisational consistency.

HR Assistant – USA Healthcare

Analyst

• Reviewing ABA treatment reports for clinical accuracy, completeness, and alignment with best practice standards
• Analysing client progress data and identifying trends, patterns, and areas requiring clinical attention
• Providing structured, evidence-based feedback to the clinical team on treatment plan effectiveness
• Recommending adjustments to behaviour intervention plans based on data analysis and clinical judgement
• Conducting and interpreting Functional Behaviour Assessments (FBAs) where required
• Ensuring all reports and feedback align with BACB ethical standards and best practice guidelines
• Collaborating remotely with US-based BCBAs, RBTs, and clinical supervisors
• Maintaining HIPAA compliance in all documentation and communication

Board Certified Behaviour Analyst, BCBA

• Vetting, processing, and filing employee documentation with accuracy and attention to detail
• Supporting employee onboarding administration
• Assisting with employee benefits administration
• Supporting termination processes and ensuring proper documentation protocols are followed
• Ensuring HR compliance standards are consistently met across all tasks
• Coordinating and cleaning up documentation across multiple entities where required
• Maintain organised and accurate digital HR files

HR Operations Specialist – USA Healthcare Industry

Backend Engineer

• Write clean, efficient Python scripts to process, clean, and analyze datasets.
• Perform daily data wrangling using Pandas and NumPy.
• Extract and integrate data from APIs and external systems.
• Conduct statistical analysis and identify trends or anomalies in datasets.
• Build and maintain lightweight data pipelines and analytical workflows.
• Collaborate with team members to solve data challenges and improve processes.
• Contribute to maintaining clear, well-documented and maintainable code.

Python, ML Developer

• Manage a high volume of patient communications through phone calls, emails, and other channels.
• Serve as the primary liaison between patients and dental professionals, ensuring clear, effective, and timely communication.
• Respond to patient inquiries, provide service information, and assist with scheduling requests.
• Assess patient needs and provide appropriate solutions to ensure patient satisfaction.
• Maintain detailed and accurate records of all patient interactions, following established communication procedures, policies, and guidelines.
• Provide empathetic, patient-centered, and professional support during all interactions.
• Prioritize and manage multiple tasks simultaneously while maintaining high service standards.
• Escalate complex or urgent issues when required to ensure timely resolution.
• Collaborate closely with internal teams to ensure smooth and consistent patient service delivery.
• Use initiative to anticipate needs, establish workflows, and maintain organization in a fully remote environment.

Patient Services Representative – US Dental Healthcare

Therapist

• Prepare and submit medical claims to US insurance providers
• Review and correct rejected or denied claims
• Follow up with insurers on outstanding or unpaid claims
• Maintain accurate billing documentation and workflow tracking
• Collaborate with internal teams to ensure billing accuracy
• Gradually take ownership of end-to-end billing processes as training progresses

Medical Billing & Authorizations, US Healthcare, ABA Therapy

Medical writer

• Review therapy session notes and clinical documentation completed by therapists, counselors, or RBTs/BCBAs for accuracy and completeness.
• Identify missing information, inconsistencies, or documentation errors.
• Ensure clinical notes meet required standards for insurance billing.
• Provide clear, respectful, and constructive feedback to clinicians, therapists, or counselors.
• Track and follow up on corrected documentation where necessary.
• Maintain organized records of documentation reviews and quality checks.
• Collaborate with internal and clinical teams to support documentation standards and compliance.

Clinical Documentation and Quality Reviewer – Therapy

Administration

• Compile and construct comprehensive patient medical charts using multiple EHR systems.
• Ensure all documentation is accurate, complete, and compliant with HIPAA regulations.
• Adapt chart-building processes according to patient stay classification.
• Collaborate effectively with internal teams and proactively seek clarification when required.
• Utilize Adobe Acrobat Pro, Microsoft Outlook, and Microsoft Office applications efficiently.
• Maintain strict confidentiality when handling sensitive medical information.

Medical Records Administrator – US Healthcare

Auditor

• Conduct thorough reviews of prehospital patient care records to ensure compliance with established protocols and regulatory requirements.
• Verify the accuracy and completeness of documentation, including assessments, treatments, interventions, and other relevant information.
• Identify discrepancies, errors, or omissions in patient care documentation and provide constructive feedback to clinical staff and management.
• Collaborate with clinical teams to address and rectify identified issues, and provide guidance on best practices for accurate record-keeping.
• Maintain a thorough understanding of applicable regulations, standards, and guidelines governing prehospital patient care documentation.
• Assist in the development and implementation of educational programs and training materials related to proper documentation practices.
• Generate reports summarizing audit findings and trends, and present findings to relevant stakeholders as needed.
• Participate in quality improvement initiatives to enhance overall patient care quality and documentation accuracy.
• Stay updated on industry trends, best practices, and regulatory changes related to prehospital patient care documentation.