ISTA Personnel Solutions is hiring a Patient Intake Specialist (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 which converts to Monday – Friday | 00:00 AM – 9:00 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.