Patient Support Specialist (USA Healthcare) - EST Hours (Remote)

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients' operations. We focus on long-term placements where you contribute directly to the client's success.

We are seeking a Patient Support Specialist on behalf of our US-based client, a leading provider of innovative mental health and wellness treatments, including FDA-approved ketamine infusion therapy and Spravato (esketamine) treatments. The clinic serves patients struggling with treatment-resistant depression, anxiety, PTSD, OCD, and chronic pain, offering compassionate, medically supervised care.

You will be embedded within the client’s operations, serving as a vital point of contact for patients throughout their treatment journey, ensuring they remain supported, informed, and engaged with the care plans designed for them. This role is ideal for someone with a strong healthcare background, excellent communication skills, and a genuine passion for patient care and support.

Role Summary

As a Patient Support Specialist, you will be responsible for engaging with patients telephonically to support and encourage adherence to their care plans. You will act as a compassionate point of contact for patients, helping them understand treatment plans, medication routines, and the importance of following medical guidance.

This is not a sales role. We are looking for someone with empathy, patience, emotional intelligence, and the ability to build trust with patients.

PLEASE NOTE:

• Working Hours: Monday – Friday | 9:00 AM – 6:00 PM EST (3:00 PM – 0:00 AM South African time – subject to change in accordance with daylight savings in the United States as well as the operational requirements of the Company).
• Salary Range: This position offers between R18 000 - R27 000 GROSS (before deductions), depending on experience. Please note that there is no additional company benefits such as Medical Aid, Provident Fund, etc.
• You will be required to work on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
• 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.

Key Responsibilities (but not limited to):

• Conduct patient follow-up calls
• Support patients in understanding and following care plans
• Encourage treatment and medication adherence
• Build rapport with patients while maintaining professionalism
• Escalate concerns or patient risks where necessary
• Maintain accurate documentation and patient notes
• Provide compassionate and patient-centred support

Requirements

• Previous healthcare, patient support, or medical administration experience
• Excellent verbal and written English communication skills
• Strong empathy and bedside manner
• Ability to handle sensitive conversations professionally
• Comfortable working in a fast-paced remote environment
• Computer literate with strong administrative skills

Preferred Background:

We would particularly welcome candidates with backgrounds such as:

• Medical Practice Management
• Nursing
• Pharmacist Assistance
• Healthcare Coordination
• Patient Liaison
• Case Management
• Psychology or Social Work
• Healthcare Administration

Technical Skills:

• Proficient in MS Office and general computer navigation
• Comfortable working with CRM, EMR, or patient management systems (training will be provided)
• Able to accurately capture notes and patient records during and after calls

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