ISTA Personnel Solutions logo
ISTA Personnel Solutions

ISTA Personnel Solutions is a dynamic, fast-growing BPO company. We are not a recruitment agency — we operate as a dedicated extension of our clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.

Patient Intake Coordinator

Location

South Africa

Posted

2 days ago

Salary

ZAR10K - ZAR23K / month

Seniority

Mid Level

No structured requirement data.

Job Description

Patient Intake Coordinator

ISTA Personnel Solutions

Role Description 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. 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 (Monday - Friday | 9 AM - 6 PM EST), which converts to Monday – Friday | 03:00 PM – 12:00 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. Qualifications - Customer service or client-facing experience (minimum 1 year); experience in healthcare, social work, counselling, or mental health settings is a strong advantage. - Excellent verbal communication in English — clear, warm, and professional. - Computer literate with the ability to navigate CRM/patient management systems. - Comfortable managing a high volume of interactions while maintaining quality. - Experience with inbound/outbound phone-based roles is beneficial but not essential. Requirements - Warmth and genuine empathy — patients must feel cared for from the very first hello. - Strong active listening skills, including the ability to pick up on keywords, emotional cues, and unsaid concerns. - Ability to hold a conversation with dual intent: emotional support and clinical qualification, simultaneously. - Confidence to gently steer conversations toward an outcome without ever making a patient feel rushed or dismissed. - High emotional resilience — regular exposure to patients in distress, including those expressing suicidal thoughts. - Self-motivated and able to work independently in a remote environment during evening/night hours. Benefits - A natural night owl who is energised and sharp during evening hours. - Someone who finds deep meaning in helping people access mental healthcare. - Organised, detail-oriented, and reliable. - Able to set and maintain professional boundaries, even with emotionally demanding callers. - A long-term thinker who sees this as a career, not a stepping stone. What Success Looks Like In This Role - Quality Indicators: - Patients feel heard and cared for - High conversion rate (intake to booked consult) - Correct patients scheduled (clinical fit) - Call duration averaging 6–11 minutes - Volume Indicators: - 5–7 calls handled per hour - Follow-up pipeline kept current - CRM tasks and milestones up to date - Minimal “dead on arrival” consultations If you are not contacted within 14 working days, please consider your application unsuccessful.

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