Patient Intake Specialist; Healthcare - EST ; 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…