Patient Intake Coordinator – USA Healthcare

🔥 18 minutes ago

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iSTA Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

⚕️ Healthcare Insurance

☁️ SaaS

B2B • Healthcare Insurance • SaaS

iSTA Solutions is your remote healthcare operations partner specializing in off-site staffing solutions. With over 20 years of experience, we focus on enhancing operational efficiency for businesses, particularly in the healthcare sector, by providing customized remote teams that take on tasks ranging from customer service to data entry. Our goal is to support organizations in scaling their operations seamlessly while achieving significant cost savings and improved productivity.

📋 Description

• 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. • 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 closely with the clinical team to ensure only appropriately qualified patients are scheduled for consultations. • Utilise the clinic’s patient management and CRM system to log interactions, set tasks, track follow-ups, and manage milestones. • Maintain an organised, up-to-date pipeline of leads and patient contacts. • Proactively reach out to prospects who previously expressed interest but did not convert. • Participate in quality 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 raise them constructively with the supervising team.

🎯 Requirements

• Customer service or client-facing experience (minimum 1 year); experience in healthcare, social work, counselling, or mental health settings is a strong advantage. • Excellent verbal communication in English — clear, warm, and professional. • Computer literate with the ability to navigate CRM/patient management systems. • Comfortable managing a high volume of interactions while maintaining quality. • Experience with inbound/outbound phone-based roles is beneficial but not essential. • **Essential Qualities:** • Warmth and genuine empathy — patients must feel cared for from the very first hello. • Strong active listening skills, including the ability to pick up on keywords, emotional cues, and unsaid concerns. • Ability to hold a conversation with dual intent: emotional support and clinical qualification, simultaneously. • Confidence to gently steer conversations toward an outcome without ever making a patient feel rushed or dismissed. • High emotional resilience — regular exposure to patients in distress, including those expressing suicidal thoughts. • Self-motivated and able to work independently in a remote environment during evening/night hours. • **Attributes That Will Make Someone Excel:** • A natural night owl who is energised and sharp during evening hours. • Someone who finds deep meaning in helping people access mental healthcare. • Organised, detail-oriented, and reliable. • Able to set and maintain professional boundaries, even with emotionally demanding callers. • A long-term thinker who sees this as a career, not a stepping stone.