Job Description

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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 | 11:00 AM - 8:00 PM EST (18:00 PM to 03:00 AM South African Time), subject to change due to daylight savings.
• 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.

Skills Required