Job Opportunities API

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients' operations. We focus on long-term placements where you contribute directly to the client's success. 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. Each clinic visit is a substantive 2-hour appointment, and the team is deeply committed to patient care. As our client's COO puts it: “You can literally change their lives — and we have so many stories.” Role Summary 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. 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, 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 clo