Patient Engagement Coordinator (Mental Health) - EST Hours (Remote)

ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company, providing high-quality operational support to U.S.-based healthcare clients. We are not a recruitment agency—we operate as a dedicated extension of our clients’ teams, delivering reliable, professional, and people-focused service.

We are currently hiring a Patient Engagement Coordinator for a U.S.-based mental health clinic. This role focuses on inbound and outbound calls and texts with patients who are inquiring about treatment options or looking to schedule treatment sessions. Patients may be experiencing mental health distress, requiring a calm, structured, and supportive communication approach.

PLEASE NOTE:

• Working Hours: Monday – Friday, 11:00 AM – 8:00 PM EST (18:00 – 03:00 South African Time, subject to change due to U.S. daylight savings).
• Work Environment: This is a remote role.
• 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.
• 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).

Job Responsibilities (not limited to):

• Handle inbound and outbound calls and text messages from patients inquiring about Ketamine and Spravato treatments
• Communicate with patients who may be experiencing mental health distress and seeking timely support
• Educate patients on available treatment options and assist with scheduling treatment sessions
• Follow structured scripts and guidelines while confidently navigating real-time, nuanced conversations
• Adjust communication style based on patient needs, emotional state, and understanding
• Address patient questions and concerns clearly and professionally
• Accurately document all interactions using internal systems and tools

Requirements:
• Exceptional written and verbal English communication skills
• Previous experience in a call centre, patient intake, healthcare support, or customer service is highly advantageous
• Ability to manage multiple tasks, track follow-ups, and work within structured processes
• Comfortable handling sensitive conversations with professionalism and care
• Proficient in Google Drive and basic administrative tools (Excel experience beneficial; Central Reach is an added advantage)
• Ability to work independently in a remote environment and maintain accurate documentation

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