Team Lead CSR | Healthcare Account | with 21K Signing Bonus

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Customer Service Representative 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: Team Lead Oversees daily operations for all agents delivering high-quality and valued services Conduct training and coaching, including insights and action plans to improve Analyze and report on productivity and other metrics - such as attendance, end-of-day reports, and compliance with company protocols Ensure that the client is updated on significant program activities, issues, and concerns through calls, emails, meetings, reports Perform other supervisory tasks as required Order Processing Receive and process orders submitted via email, phone, and EMR.

Accurately and efficiently enter detailed order information into the system. Process claims, submit to insurance, verify active coverage, and confirm primary/secondary insurance information. Gather insurance eligibility details and obtain prior authorizations when time permits, particularly for non-rush orders. Assign and manually dispatch orders to technicians based on region and availability.

Review completed X-rays/images to ensure the technician performed the correct exam according to the order. Send images to the physician/radiologist for interpretation and process returned results. Ensure completed results are accurately communicated back to the requesting facility. Handle inbound calls and inquiries, including order status updates and general customer questions.

Manage high-volume orders while maintaining accuracy, attention to detail, and timely communication. Potential to expand responsibilities, hours, weekend coverage, and support other operational areas.

Requirements

1 - 2 years BPO Experience in a Voice Account At least 6 months team lead / supervisory experience US healthcare insurance experience is an advantage Excellent verbal and written English skills Willing to work onsite in Buendia, Makati Amenable working weekends and night shift Benefits 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