Call Centre Client Intake Specialist - EST Hours (Remote)

ISTA Personnel Solutions South Africa - we are a global BPO company, partnering with a USA-based client in the Healthcare sector who are committed to making a difference in the lives of individuals and families affected by autism. We are seeking a friendly and proactive Call Centre Client Intake Specialist, who will work with their Intake Team during EST Hours.

In this role, you will be the first point of contact for potential clients, responsible for handling inbound inquiries and conducting outbound follow-up calls to convert leads into clients. As you grow in the role, you will take on more of the intake process independently. This position blends receptionist duties with lead engagement responsibilities, making it perfect for someone who enjoys talking to people and making meaningful connections.

PLEASE NOTE:

• Working Hours: This role requires you to work EST hours, Monday - Friday.
• Work Environment: This is a remote role for South African Citizens only.
• 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.

Job Responsibilities:

• Make outbound calls to follow up with potential clients and respond to inbound inquiries.
• Qualify leads and pass them to the appropriate Intake Coordinators.
• Assist with receptionist-type duties such as answering general inquiries and providing a welcoming first point of contact.
• Learn and eventually manage intake processes independently.
• Maintain accurate records and communication via Outlook and basic Office tools.
• Provide a positive, helpful, and professional first impression to all callers.

Requirements

• Customer Service experience required, preferably in a call centre or client-facing environment.
• Excellent spoken English: strong comprehension, fluency, and a pleasant phone demeanour.
• Patience, empathy, and active listening skills are a must.
• Prior experience in the US healthcare system is a strong plus.
• Familiarity with ABA therapy or behavioural health services is helpful but not required.
• Ability to speak confidently off-script and maintain a patient, empathetic tone.
• Basic computer proficiency, including MS Outlook and general Office applications.
• Must be organized, self-motivated, and able to adapt to evolving tasks.

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