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

3 weeks, 3 days ago
South Africa
Full-time
Entry Level
Customer Support
Customer and Technical Support
CRM
Apply Now
ISTA Solutions

ISTA Solutions

ISTA Solutions is a one-stop outsourcing company that provides quality and cost-efficient services and solutions. They offer tailor-made workflow solutions, skilled agents dedicated to clients, global resources for comprehensive support, and a focus on...

Professional Services
251-1K
Founded 2015
View All Jobs 17

Description

  • Handle inbound calls, texts, and messages from prospective and existing patients in distress.
  • Conduct empathetic, structured intake conversations and gather key patient information efficiently.
  • Identify the appropriate treatment pathway based on patient history, insurance status, and clinical eligibility.
  • Schedule evaluation consultations and onboard patients into the clinic management system.
  • Manage rescheduling, follow-up appointments, and re-engagement of lapsed contacts.
  • Gather pre-qualification details such as prior medication history and insurance coverage.
  • Recognize red flags and professionally disengage non-convertible or inappropriate cases.
  • Work closely with the clinical team to ensure only qualified patients are booked.
  • Use the patient management and CRM system to log interactions, set tasks, and track follow-ups.
  • Participate in quality assurance reviews, post-visit follow-ups, and process improvement efforts.

Requirements

  • Minimum 1 year of customer service or client-facing experience; healthcare, social work, counselling, or mental health experience is a strong advantage.
  • Excellent verbal English communication that is clear, warm, and professional.
  • Computer literacy and the ability to navigate CRM or patient management systems.
  • Ability to manage a high volume of interactions while maintaining quality.
  • Experience with inbound or outbound phone-based roles is beneficial but not essential.
  • Warmth and genuine empathy for patients from the first point of contact.
  • Strong active listening skills and the ability to pick up emotional cues and unstated concerns.
  • Ability to balance emotional support and clinical qualification in the same conversation.
  • Confidence to guide conversations toward an outcome without making patients feel rushed or dismissed.
  • High emotional resilience when dealing with patients in distress, including suicidal thoughts.
  • Ability to work independently in a remote environment during evening/night hours.
  • A fixed fibre internet line with at least 25 Mbps upload and download speed and wired Ethernet support.
  • A reliable power backup solution for load shedding and outages.

Benefits

  • Fully remote work arrangement.
  • Salary range of R10 000 to R23 000 gross, depending on experience.
  • Compensation for South African public holidays in accordance with the BCEA.
  • Opportunity to work directly with a leading US-based mental health and wellness clinic.
  • Meaningful work supporting patients access to life-changing treatment.
  • Long-term placement within the client’s operations rather than a short-term recruitment arrangement.

Interested in this position?

Apply directly on the company website

Apply Now

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