Patient Intake Coordinator – USA Healthcare

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Manage incoming calls, texts, and messages from potential patients, many of whom may be dealing with depression, anxiety, suicidal thoughts, or crises.

• Carry out compassionate and structured intake discussions aimed at lasting 6–11 minutes — sufficient to establish rapport and collect essential information, while remaining efficient to uphold throughput.

• Determine suitable treatment options (Spravato, IV Ketamine, or TMS) based on patient history, insurance details, and clinical eligibility standards.

• Arrange evaluation consultations and integrate patients into the clinic management system.

• Handle calls from existing patients, including rescheduling, follow-up appointments, and reconnecting with inactive contacts.

• Collect vital pre-qualification details (e.g., previous medication history necessary for Spravato eligibility, insurance coverage).

• Recognize warning signs that may indicate a patient is unlikely to convert, and handle those calls with professionalism to avoid wasting clinical resources.

• Collaborate closely with the clinical team to ensure that only suitably qualified patients are scheduled for consultations.

• Utilize the clinic’s patient management and CRM system to document interactions, set tasks, track follow-ups, and manage milestones.

• Keep an organized, current pipeline of leads and patient contacts.

• Proactively reach out to prospects who have previously shown interest but did not convert.

• Engage in quality assurance evaluations of calls and interactions.

• Assist in post-visit follow-up initiatives (e.g., checking in with patients after their initial appointment).

• Identify opportunities for process enhancements and communicate them constructively to the supervising team.

⛳️ Requirements

• Experience in customer service or client-facing roles (minimum 1 year); background in healthcare, social work, counseling, or mental health environments is highly beneficial.

• Exceptional verbal communication skills in English — clear, warm, and professional.

• Proficient with computers and capable of navigating CRM/patient management systems.

• Comfortable managing a high volume of interactions while ensuring quality service.

• Experience in inbound/outbound phone-based roles is advantageous but not mandatory.

• Essential Qualities:

• Warmth and genuine empathy — patients should feel cared for from the very first greeting.

• Strong active listening abilities, including the capacity to pick up on keywords, emotional signals, and unspoken concerns.

• Capability to engage in conversations with dual intent: providing emotional support and clinical qualification simultaneously.

• Confidence to gently guide conversations toward a resolution without making a patient feel hurried or dismissed.

• High emotional resilience — frequent exposure to patients in distress, including those expressing suicidal thoughts.

• Self-driven and capable of working independently in a remote setting during evening/night hours.

• Attributes That Will Make Someone Excel:

• A natural night owl who feels energized and sharp during evening hours.

• An individual who finds profound purpose in facilitating access to mental healthcare.

• Organized, detail-oriented, and dependable.

• Able to establish and maintain professional boundaries, even with emotionally demanding callers.

• A long-term thinker who views this as a career commitment rather than just a stepping stone.

🏝️ Benefits

• Comprehensive training and ongoing professional development opportunities.

• Flexible working hours to promote work-life balance.

• Supportive work environment with a focus on employee well-being.

• Opportunity to make a meaningful impact in the mental health field.