Appointment Setter

Appointment Setter — Pediatric Mental Health (Overnight, US Hours)

Company: Handspring Health Type: Full-time or part-time, remote Shift: US Eastern business hours (overnight for Philippines-based candidates) Rate: $5-$10 an hour depending on qualificiations

About us

Handspring Health is a fully virtual mental health practice serving children, teens, young adults (18–26), and their parents across multiple states. We offer free consultations, individual therapy, and parent-facing services like parent coaching and behavioral parent training.

Most of the people who reach out to us are parents who are worried about their kid and don't know where to start. Our job is to make the next step easy for them.

The role

You are the first human contact for families who have raised their hand. Someone fills out a form, calls our line, messages us on Instagram, or starts a chat on our site — and you follow up fast, answer their questions, and help them get a free consultation on the calendar.

This is a conversion role, not a passive support role. The goal is booked consults.

The mantra for the job: empathize, answer, send the link, stay on and help them book.

What you'll do

Outbound lead follow-up. Work a structured three-touch outreach cadence (call, text, email ) on new leads in our CRM. Follow up on the same day a lead comes in whenever possible — speed matters more than anything else in this job.

• Rebooking. Reach out to people who no-showed or cancelled a consult and get them back on the calendar.

• Inbound phone line. Answer our main line during your shift and clear voi cemail promptly.

• Digital channels. Handle the website chatbot, Meta DMs and comments, and inbound texts.

• Confirmations and insurance collection. Confirm upcoming appointments and collect insurance details ahead of the consult.

• CRM hygiene. Log every touch accurately in LeadSquared. If it isn't in the CRM, it didn't happen.

The hours — please read this carefully

This role runs on US Eastern time, which means an overnight shift. We are looking at 9am-6pm EST and possibly weekends if you're available or just Saturday

We want to be direct about this because we've learned it the hard way: this schedule is genuinely difficult, and it is not something you can ease into. We are only considering candidates who are already working overnight hours and know from experience that they can sustain it.

If you've never worked on a night shift or are unsure if you can handle it this is not the right role for you and we'd rather you not apply.

Requirements

• 2+ years working overnight hours aligned to US time zones. Not occasional night coverage — a sustained night-shift role.
• 2+ years of high-volume inbound and outbound phone work. You are comfortable on the phone all shift and you don't hesitate to dial.
• Direct appointment setting experience. You've held a role where booked appointments were the metric you were measured on.
• Sales experience, specifically objection handling. You've worked a role where people told you no and your job was to keep the conversation going. You can hear "it's too expensive," "I need to talk to my husband," or "let me think about it" and respond with something useful instead of thanking them and hanging up. Consultative selling, not hard closing — but you do need to have carried a number.
• Excellent spoken and written English. Clear, warm, natural with minimal accent.
• CRM experience. LeadSquared is a plus, but any CRM discipline transfers.
• Reliable setup. Stable high-speed internet, a quiet space, a working headset, and a backup plan for power or connection loss.

Nice to have
Healthcare or behavioral health BPO background
HIPAA training or certification
Experience with insurance verification or benefits questions
Any exposure to mental health, pediatrics, or family-facing services
Who does well here

You're the kind of person who can hear "I'm not sure we can afford this" or "I don't know if therapy even works" and respond with something real instead of a script. You don't take a no personally and you don't fold at the first one either. You're persistent without being pushy — you'll make the third call, but you'll make it warmly.

The balance this role needs: enough sales instinct to keep a hesitant parent on the phone and get to a booked consult, and enough judgment to know that pressuring a scared parent is both wrong and counterproductive. If you've only ever worked in high-pressure outbound sales, this will feel unfamiliar. If you've only ever worked in passive customer support, you'll find it uncomfortable. We need someone in between.

You'll be trained on a crisis escalation protocol and you'll take it seriously.

Hiring process
Application review — including your overnight and calling history specifically.
Live role-play. A short, unscripted conversation where one of us plays a hesitant parent. We're looking for how you handle it, not whether you recite the right lines.
Paid trial. 4–6 hours on real tasks, so you can see what the work actually is before you commit and so can we.
Offer.

How to apply

Send us:

• Your resume
• A short note covering: the overnight roles you've held, the exact shift hours, how long you were on each, and whether you're on a night shift right now
• A voice recording, described below

Applications without the overnight shift history will not be reviewed.

The voice recording

Record both parts in one take, no editing. Total time should be about 90 seconds.

Part 1 — read the script below. The situation: a parent named Sarah started booking a free consultation for her son a few days ago and never finished. You're calling to follow up, and she has just picked up the phone.

Hi, is this Sarah? Hi Sarah, this is [your name] with Handspring Health — is now an okay time for a quick minute?

Great. So I'm reaching out because you started booking a free consultation for your son earlier this week, and it looks like it didn't get finished. No worries at all — that happens constantly, life gets busy.

I mostly wanted to make this easy for you. The consult is free, it runs about twenty minutes, and it's really just a conversation about what's been going on with him and whether we'd be a good fit. Nothing to prepare, and no commitment on the other side of it.

I can text you the booking link right now and stay on with you while you pick a time — it usually takes under a minute. Would that work, or would it help to talk through your questions first?

Part 2 — no script. Keep recording. Sarah responds:

"Honestly, I'm not sure we can afford therapy right now. And I don't even know if you take our insurance."

Answer her in your own words. Take about thirty seconds. There's no correct answer and you're not expected to know anything about our pricing or insurance — we want to hear how you handle it.