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

3 hours, 7 minutes ago
South Africa
Full-time
Junior
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 10

Description

  • Handle inbound calls, texts, and messages from prospective patients in distress with empathy and professionalism.
  • Conduct structured intake conversations to gather key information and determine appropriate next steps.
  • Identify suitable treatment pathways such as Spravato, IV Ketamine, or TMS based on patient history, insurance status, and eligibility criteria.
  • Schedule evaluation consultations and onboard patients into the clinic management system.
  • Manage existing patient communication, including rescheduling, follow-up appointments, and re-engagement of lapsed contacts.
  • Collect pre-qualification details such as prior medication history and insurance coverage.
  • Flag red cases or poor-fit inquiries and route them appropriately to avoid unnecessary use of clinical resources.
  • Work closely with the clinical team to ensure only qualified patients are scheduled for consultations.
  • Log interactions, set tasks, track follow-ups, and maintain an organised lead pipeline in the CRM or patient management system.
  • Participate in quality assurance reviews and contribute ideas for process improvements and post-visit follow-up initiatives.

Requirements

  • Minimum 1 year of customer service or client-facing experience.
  • Experience in healthcare, social work, counselling, or mental health settings is a strong advantage.
  • Excellent verbal English communication that is clear, warm, and professional.
  • Computer literacy and 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 so patients feel cared for from the first interaction.
  • Strong active listening skills, including the ability to pick up on keywords, emotional cues, and unspoken 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 distressed callers, including those expressing suicidal thoughts.
  • Ability to work independently in a remote environment during evening or night hours.
  • Availability to work EST hours, which translate to Monday–Friday, 00:00 AM–9:00 AM SAST, subject to change for daylight savings and operational needs.
  • Willingness to work on both South African and U.S. public holidays.
  • Fixed fibre internet with a minimum speed of 25 Mbps upload and download and support for a wired Ethernet connection.
  • Reliable power backup solution to manage load shedding and power outages.
  • Organised, detail-oriented, and reliable.
  • Ability to maintain professional boundaries with emotionally demanding callers.
  • A long-term mindset and interest in building a career in the role.

Benefits

  • 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 with a leading U.S.-based mental health and wellness clinic.
  • Long-term placement model with direct integration into client operations.
  • Meaningful work supporting patients seeking life-changing mental healthcare.

Interested in this position?

Apply directly on the company website

Apply Now

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