Patient Intake Coordinator (USA Healthcare) - EST Hours (Remote)

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. We are seeking a Patient Intake Specialist on behalf of our US-based client, a leading provider of innovative mental health and wellness treatments, including FDA-approved ketamine infusion therapy and Spravato (esketamine) treatments. The clinic serves patients struggling with treatment-resistant depression, anxiety, PTSD, OCD, and chronic pain, offering compassionate, medically supervised care. Each clinic visit is a substantive 2-hour appointment, and the team is deeply committed to patient care. As our client's COO puts it: “You can literally change their lives — and we have so many stories.” Role Summary The Patient Intake Specialist is the warm, empathetic first voice that prospective patients encounter. This is not a traditional call centre role: the person in this seat must balance genuine human connection with clinical awareness and operational efficiency. The intake department is the critical first point of human contact for prospective patients — many of whom are in genuine distress — and plays a pivotal role in the clinical journey. The role is the bridge between a patient in need and life-changing treatment. The Intake Specialist is responsible for converting inbound interest into scheduled consultations with the right patients, while ensuring every caller feels heard, valued, and supported. PLEASE NOTE: Working Hours: You will be working EST Hours (Monday - Friday | 9 AM - 6 PM EST), which converts to Monday – Friday | 03:00 PM – 12:00 AM SAST South African time – subject to change in accordance with daylight savings in the United States as well as the operational requirements of the Company . Salary Range: This position offers between R10 000 - R23 000 GROSS (before deductions), depending on experience. Please note that there is no additional company benefits such as Medical Aid, Provident Fund, etc. You will be required to work on both South African and U.S. 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. Work Environment: This is a fully remote working role. Key Responsibilities: Patient Communication & Intake 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. Clinical Screening & Qualification 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. CRM & Workflow Management 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. Quality & Continuous Improvement 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. Customer service or client-facing experience (minimum 1 year); experience in healthcare, social work, counselling, or mental health settings is a strong advantage. Excellent verbal communication in English — clear, warm, and professional. Computer literate with the ability to navigate CRM/patient management systems. Comfortable managing a high volume of interactions while maintaining quality. Experience with inbound/outbound phone-based roles is beneficial but not essential. Essential Qualities: Warmth and genuine empathy — patients must feel cared for from the very first hello. Strong active listening skills, including the ability to pick up on keywords, emotional cues, and unsaid concerns. Ability to hold a conversation with dual intent: emotional support and clinical qualification, simultaneously. Confidence to gently steer conversations toward an outcome without ever making a patient feel rushed or dismissed. High emotional resilience — regular exposure to patients in distress, including those expressing suicidal thoughts. Self-motivated and able to work independently in a remote environment during evening/night hours. Attributes That Will Make Someone Excel: A natural night owl who is energised and sharp during evening hours. Someone who finds deep meaning in helping people access mental healthcare. Organised, detail-oriented, and reliable. Able to set and maintain professional boundaries, even with emotionally demanding callers. A long-term thinker who sees this as a career, not a stepping stone. What Success Looks Like In This Role: Quality Indicators Patients feel heard and cared for High conversion rate (intake to booked consult) Correct patients scheduled (clinical fit) Call duration averaging 6–11 minutes Volume Indicators 5–7 calls handled per hour Follow-up pipeline kept current CRM tasks and milestones up to date Minimal “dead on arrival” consultations If you are not contacted within 14 working days, please consider your application unsuccessful.