Afterhours Coordinator (USA Healthcare) - EST Hours (Remote)

ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company based in South Africa, specializing in providing top-tier operational support to U.S.-based companies. We are not a recruitment agency - we are a dedicated extension of our clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.

Role Summary We are seeking a reliable and level-headed Afterhours Coordinator for our U.S.-based client, a provider of pediatric skilled nursing in-home services across New Jersey and Massachusetts. The Afterhours Coordinator will serve as the first point of contact for incoming calls once the daytime team signs off, managing scheduling, following up on issues and complaints, and coordinating EVV call-outs. The shift is intentionally structured to overlap with regular business hours, allowing for a smooth handover from the daytime coordination team each day.

PLEASE NOTE:

• Working Hours: Monday to Friday, 21:00PM - 06:00PM South African time - subject to daylight savings)
• Training Period: During the initial 4 - 6 week training period, working hours will be Monday to Friday, 15:00PM - 00:00AM South African time to allow for training and overlap with the onshore team, before transitioning to the ongoing shift above
• Future Weekend Coverage: Please note that weekend coverage may be added to this role at a later stage as the team grows. The exact weekend schedule has not yet been finalized, but candidates should be aware this is a possibility
• 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:

• Serve as the primary point of contact for all incoming afterhours calls
• Manage and coordinate scheduling changes, gaps, and urgent requests
• Follow up on outstanding issues or complaints raised by clients, families, or staff
• Call out to caregivers/staff for EVV compliance
• Ensure a smooth, well-documented handover between the daytime and afterhours teams
• Exercise sound judgement and creative problem-solving when resolving scheduling conflicts
• Maintain a calm, professional, and empathetic phone manner, including during difficult conversations
• Accurately document daily activity, highlights, and challenges for end-of-day reporting
• Follow established workflows and escalate matters appropriately when required
• Complete other ad hoc coordination tasks as needed

Requirements

• Excellent communication skills and strong English fluency (verbal and written)
• Patient, professional, and empathetic phone personality
• Ability to multitask and work well under pressure in a fast-paced environment
• Detail-oriented and highly organized
• Thick-skinned enough to navigate difficult or sensitive conversations professionally
• Strong critical thinking and problem-solving skills
• Creative thinker, particularly when resolving scheduling challenges
• Proactive attitude and ability to work independently
• Basic computer literacy, including MS Office and Outlook (no advanced Excel skills required)

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