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

ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company, specializing in providing top-tier operational support to U.S.-based companies. We are not a recruitment agency - we are a dedicated extension of our clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.

We are currently hiring a Patient Intake Specialist for one of our US Clients within the healthcare industry. The ideal candidate is empathetic, detail-oriented & organized. This role focuses on Inbound and Outbound calls, texts, and talking with patients who are inquiring about the treatments or want to schedule treatment sessions.

PLEASE NOTE:

• Working Hours: This role requires you to work EST hours Monday – Friday. There are 2 shifts from either 18:00pm to 03:00am SA Time OR 16:00pom to 01:00am SA Time (SA working hours are subject to change due to daylight savings in the USA).
• Work Environment: This is a remote role.
• 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.
• Public Holidays: You will be required to work on all South African and US public holidays (compensation for SA public holidays in accordance with the BCEA).

Job Responsibilities (not limited to):

• Handle inbound and outbound calls and texts from patients inquiring about Ketamine and Spravato treatments
• Respond compassionately to patients who may be experiencing mental health crises and are seeking urgent relief
• Educate patients on treatment options and schedule treatment sessions, and guide patients through the next steps
• Follow provided scripts and guidelines, while confidently navigating nuanced, real-time conversations
• Adapt conversations based on patient needs, emotions, and level of understanding
• Gently address questions, concerns, and objections with a supportive, consultative approach
• Accurately document interactions using internal systems

Requirements

• Exceptional written and verbal communication skills in English
• Background in call center, intake, healthcare, or patient support is highly advantageous
• Proven ability to manage multiple moving parts, track deadlines, and follow up without missing a beat
• Patience and professionalism to handle sensitive conversations with families, providing support when they need it most
• Proficiency with Google Drive, Central Reach (added benefit), Excel, and other administrative tools
• A self-starter who can independently document interactions, track tasks, and ensure no detail falls through the cracks

If you are not contacted within 14 working days, please consider your application unsuccessful.