Job Description

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.

Skills Required