Patient Intake Specialist (Remote / Part-time) | AU Healthcare & Conversion Sales
Staffstream
·Yesterday
- Workplace
- Remote
- Type
- Part-time
- Department
- Healthcare
- Source
- RecruiterFlow
Description
The snapshot
Staffstream is hiring two Patient Intake Specialists for a multi-site chiropractic group in Western and South-West Sydney, offering chiropractic care and a structured spinal decompression program. The practice runs significant paid digital advertising and generates a steady, growing flow of inbound patient enquiries. These are the practice's first two dedicated intake hires: you'd own the entire journey from the moment an enquiry lands to the moment the patient walks through the door.
This is a genuinely high-volume outbound phone role with real sales accountability. It is not a reception or admin position, and it's not a fit for someone uncomfortable asking for a commitment. Prospective patients usually submit an enquiry while in pain and after comparing several providers, so speed matters enormously: reaching them before anyone else does is the single highest priority in this role. Beyond speed, the role runs on structure (every conversation follows a screening script, every outcome is logged) and conviction (you ask directly for the booking and hold the line calmly when someone hesitates). This role is open to candidates based in the Philippines.
What you will actually do
Rapid response and conversion
- Contact every new enquiry as quickly as possible after form submission during rostered hours. New leads interrupt all other work and take absolute priority.
- Work a defined multi-attempt cadence across call, SMS, and email for every enquiry that doesn't connect on the first attempt.
- Handle deflections, hesitations, and price objections using the provided scripts, and ask directly for the booking.
- Maintain the daily dial and contact volume needed to keep the pipeline current.
Structured health screening
- Take every suitable enquiry through the practice's screening questionnaire, covering symptoms, history, prior imaging, and diagnosis status.
- Record responses accurately and completely. The chiropractor relies on your notes being exact.
- Apply the qualification criteria to determine whether an enquiry proceeds to booking, escalation, or a courteous decline.
- Escalate anything ambiguous rather than deciding it yourself.
Booking, confirmation, and attendance
- Book qualified patients directly into the practice diary.
- Own the confirmation and reminder contact for every patient you book. Attendance is part of your job, not the clinic's.
- Attempt same-day recovery of any cancellation or no-show from your own bookings.
- Make a brief non-clinical follow-up call after the first visit to confirm the patient is clear on their next appointment.
Inbound calls and voicemail
- Take inbound and rescheduling calls when free, subject to the priority rule above.
- Clear all voicemail, returning every message within the shift.
- Where an inbound caller came from advertising, take them through the same screening and booking process and create the CRM record yourself.
Pipeline and CRM discipline
- Keep every lead at the correct stage in Go High Level in real time, so pipeline reporting is accurate without anyone needing to chase you.
- Complete the required attribution field on every booking you make, without exception. This is how bookings are tracked.
- Log every call outcome, objection, and next action.
- Submit a short end-of-shift report covering enquiries received, contacted, and booked, and anything escalated.
Reactivation and backlog
- During quieter periods, work the historic enquiry backlog, recall lists, and dormant patient lists using the same scripts and cadence.
Quality
- All calls are recorded for training and quality purposes, with patient consent.
- Participate in a regular call review where a sample of your calls is scored against a published rubric. Expect direct, specific feedback, and expect to act on it.
- Booking attribution is periodically audited against the practice's clinical system.
What you need to bring
- Demonstrated outbound phone sales experience at volume, such as telesales, cold calling, appointment setting, or enrolment. You should be able to speak to your typical daily dial numbers, conversion rate, and performance against target with real, specific figures.
- A genuine track record against hard sales targets, with the ability to evidence it. Vague claims without specific numbers won't be enough here.
- Proven resilience to rejection. This role involves being told no, repeatedly, every shift.
- An assertive, confident telephone manner, comfortable directing a conversation, asking for a commitment, and staying composed under pushback.
- Clear, easily understood spoken English, suited to a broad Australian public, including many people for whom English is a second language.
- Strong CRM discipline: accurate, real-time record keeping without needing supervision.
- Genuine reliability and adherence to a set roster, including weekend availability.
- Real comfort working to explicit numeric targets and having your performance reviewed regularly.
- A genuinely coachable attitude: you want direct, specific feedback and actually act on it.
- Scrupulous honesty with booking attribution and reporting. This is something the practice checks closely.
Nice to have
- Hands-on Go High Level experience. This is a genuinely significant advantage, so be specific about what you've actually done in the platform, such as pipelines, workflows, conversations, calendars, or reporting, rather than just listing it as a skill.
- Outbound or intake experience in a consultative, trust-sensitive sector, such as education enrolment, aesthetic or cosmetic clinics, dental, weight-loss clinics, medical devices, gyms or personal training, or allied health.
- Prior experience taking clients through a structured screening or eligibility questionnaire.
- Experience in a role with a formal commission or incentive component.
The setup
- This role is open to Philippines-based candidates, part-time.
- Working hours are in Australian Eastern Time.
