[Hiring] Patient Intake Specialist @Staffstream

Role Description

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 and conviction.

What you will actually do

• Rapid response and conversion:
  • Contact every new enquiry as quickly as possible after form submission during rostered hours.
  • 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.
  • 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.
  • 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.
  • Complete the required attribution field on every booking you make, without exception.
  • 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.
  • Booking attribution is periodically audited against the practice's clinical system.

Qualifications

• Demonstrated outbound phone sales experience at volume, such as telesales, cold calling, appointment setting, or enrolment.
• A genuine track record against hard sales targets, with the ability to evidence it.
• Proven resilience to rejection.
• An assertive, confident telephone manner.
• Clear, easily understood spoken English.
• 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.
• Scrupulous honesty with booking attribution and reporting.

Nice to have

• Hands-on Go High Level experience.
• Outbound or intake experience in a consultative, trust-sensitive sector.
• 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.