Patient Intake Team Lead (US Healthcare) - EST Hours

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 seeking a dedicated Patient Intake Team Lead (EST Hours) to support a U.S.-based mental health clinic. We are looking for empathetic, emotionally intelligent Intake professionals to serve as the first point of contact for individuals reaching out—often during vulnerable or crisis moments..

Role Overview:

The Patient Intake Team Lead is responsible for supporting frontline Intake Agents, handling escalations, maintaining quality standards, and helping shape performance metrics as the program grows. This is a hands-on leadership role requiring both people leadership and operational judgment in a sensitive mental health environment.

PLEASE NOTE:

• Working Hours: Monday – Friday | 9:00 AM – 6:00 PM EST (16:00 PM – 01:00 AM South African time – subject to daylight savings).
• 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.
• 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).

Key Responsibilities:

• Lead, coach, and support a team of Intake Agents handling inbound and outbound patient calls and texts
• Serve as support for escalated or complex patient conversations
• Monitor call quality and provide regular, compassionate coaching feedback
• Help develop and refine quality assurance metrics (AHT, call quality, conversion trends)
• Balance performance expectations with patient-first care and empathy
• Support onboarding, training, and nesting of new hires
• Reinforce script adherence while encouraging natural, human conversations
• Promote agent well-being and help prevent burnout in an emotionally demanding role
• Collaborate with leadership to report trends, insights, and improvement opportunities

Requirements

• Previous experience in a Team Lead, Senior Agent, or Supervisor role (call center, intake, healthcare, or patient support)
• Comfort handling escalations and second-level patient interactions
• Ability to coach agents on empathy, communication quality, and consultative conversations
• Experience working with or helping define KPIs such as AHT, conversion rate, and call quality
• Basic computer skills, including MS Office and Outlook.

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