Patient Engagement Coordinator (Mental Health) - EST Hours (Remote) at ISTA Personnel Solutions

, Northern Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

0.0

Posted On

13 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Inbound Calls, Outbound Calls, Text Messaging, Mental Health Support, Treatment Education, Scheduling, Structured Scripts, Nuanced Conversations, Documentation, English Communication, Call Centre Experience, Patient Intake, Healthcare Support, Customer Service, Task Management, Google Drive

Industry

Outsourcing and Offshoring Consulting

Description

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 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.

Responsibilities

The coordinator will manage inbound and outbound communications, including calls and texts, with patients inquiring about mental health treatment options like Ketamine and Spravato, and assist them with scheduling sessions. This involves educating patients on treatments while providing calm, structured, and supportive communication, especially when patients are in distress.