Intake Lead (Patient Support - US Healthcare) - EST Hours

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 compassionate Intake Lead (Patient Support) to support a U.S.-based mental health clinic providing IV Ketamine and Spravato treatments. This role is ideal for empathetic, emotionally intelligent professionals who can mentor and guide a small team while ensuring patients feel genuinely cared for during sensitive interactions.

Role Overview

The Intake Lead (Patient Support) will support frontline Intake Agents, assist with escalations, monitor quality, and help maintain patient-first care while meeting operational expectations. This is a hands-on leadership role focused on coaching and guiding peers rather than formal supervision.

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

• Mentor, coach, and support a team of Intake Agents handling inbound and outbound patient calls and texts
• Provide guidance for escalated or complex patient conversations, ensuring empathetic, patient-first care
• Monitor call quality and provide constructive, compassionate feedback
• Help develop and refine operational and quality metrics (AHT, conversion trends, patient satisfaction)
• Balance performance expectations with empathy for patients in sensitive mental health situations
• Assist with onboarding, training, and development of new team members
• Ensure adherence to scripts and guidelines while enabling natural, human conversations
• Promote team well-being and help prevent burnout in a high-empathy, emotionally demanding role
• Collaborate with leadership to report trends, insights, and opportunities for process improvement

Requirements

• Previous experience in a Team Lead, Senior Agent, or experienced Intake role (call center, intake, healthcare, or patient support)
• Comfort handling escalations and complex patient interactions
• Ability to coach peers 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
• High emotional intelligence, patience, and a caring, empathetic demeanor
• Experience in mental or behavioral health is advantageous but not required

If you are not contacted within 14 working days, please consider your application unsuccessful.