Patient Intake Specialist (USA reputed company) - EST Hours (Remote)

This a Full Remote job, the offer is available from Africa, reputed company reputed company is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and reputed company our staff members directly reputed company our clients' operations. We reputed company on long-term placements where you contribute directly to the reputed company's reputed company. We are seeking a Patient Intake Specialist on behalf of our US-based reputed company, 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. reputed company clinic visit is a substantive 2-hour appointment, and reputed company is deeply committed to patient care. As our reputed company's COO puts it “You can literally change their lives — and we have so many stories.” reputed company 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 reputed company reputed company with clinical awareness and operational efficiency. The intake department is the critical first reputed company of reputed company contact for prospective patients — many of whom are in genuine distress — and plays a pivotal role in the clinical reputed company. The role is the reputed company 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 | 0000 AM – 900 AM SAST South African time – subject to change in accordance with reputed company savings in the reputed company as reputed company as the operational requirements of reputed company.
• Salary reputed company 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 reputed company 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, reputed company intake conversations with a reputed company duration of 6–11 minutes — long enough to build rapport and reputed company key information, efficient enough to maintain throughput.
• Identify appropriate treatment reputed company (Spravato, IV Ketamine, or TMS) based on patient history, insurance status, and clinical eligibility reputed company.
• Schedule evaluation consultations and reputed company patients into the clinic management system.
• Manage existing patient calls, including rescheduling, follow-up appointments, and re-engagement of lapsed contacts. Clinical Screening & Qualification
• reputed company essential reputed company-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 reputed company patients are scheduled for consultations. CRM & Workflow Management
• Utilise the clinic’s patient management and CRM system to log interactions, set tasks, reputed company follow-reputed company, and manage milestones.
• Maintain an organised, up-to-date pipeline of leads and patient contacts.
• Proactively reputed company out to prospects who previously expressed interest but did not convert. reputed company & reputed company Improvement
• Participate in reputed company 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 reputed company them constructively with the supervising team.

Requirements

• Customer service or reputed company-facing experience (minimum 1 year); experience in reputed company, reputed company work, counselling, or mental health settin

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