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Patient Intake Specialist – USA Healthcare
Location
South Africa
Posted
4 hours ago
Salary
R10K - R23K / month
Seniority
Junior
Job Description
Patient Intake Specialist – USA Healthcare
iSTA Solutions
• 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.
Job Requirements
- 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.
- Essential Qualities:**
- 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.
- Attributes That Will Make Someone Excel:**
- 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.
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