Job Description

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ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company, 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.
We are currently seeking a dedicated Afterhours Care Coordinator (EST Hours) to support a U.S.-based pediatric homecare provider. This role ensures seamless operations and patient care coverage outside of standard business hours.
PLEASE NOTE: This role requires you to work 5 rotational days a week between Monday to Sundays with 2 rest days each week. Shift lengths can vary from 7 - 12 hours, to total a 45-hour work week.
Role Overview
The Afterhours Care Coordinator will act as the primary point of contact for patients and nurses during evenings, nights, and weekends (EST Hours). This role is critical for managing urgent requests, schedule adjustments, and escalations that occur after hours. The coordinator will monitor communication channels, ensure appropriate staffing coverage, and resolve time-sensitive issues while maintaining strong communication with the daytime team for continuity of care.
PLEASE NOTE:

• 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 main point of contact for EST after-hours needs, including urgent matters, schedule changes, and escalations.
• Monitor communication channels and respond promptly to calls, messages, and emails.
• Coordinate staff scheduling to ensure consistent coverage and service delivery.
• Collaborate with the daytime operations team to ensure seamless transitions and continuity.
• Maintain accurate documentation of after-hour activities, updates, and escalations.
• Uphold client service standards and support overall operational efficiency.

Requirements:

• Experience in the healthcare industry is highly beneficial.
• Background in Customer Care, Call Centre, Scheduling, or Workforce Coordination preferred.
• Excellent English verbal and written communication skills.
• Ability to multitask and manage urgent requests in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Fast learner.
• MS Office and Outlook computer skills.
• Experience with remote work or night shifts is an advantage.
• Familiarity with U.S.-based healthcare operations is a plus.

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