Afterhours Patient Care Lead Specialist

Job Description

ISTA Personnel Solutions is a global BPO partner that works directly with U.S.-based clients, acting as a dedicated extension of their team. Our client is a U.S.-based home health company delivering essential in-home care services, including assistance with bathing, dressing, meal preparation, and other daily living activities, helping patients maintain independence and quality of life.

Role Overview

We are seeking a compassionate, detail-oriented After Hours Patient Care Lead Specialist to manage after-hours lead outreach, conduct sensitive family conversations, and maintain accurate CRM records.

This fully remote role covers U.S. after-hours shifts, with candidates acting as the first point of contact for families submitting leads online. You will:

• Gather comprehensive information about care requirements, recipient details, and location
• Schedule assessments and in-person meetings with regional offices
• Document every interaction accurately in the HubSpot CRM for seamless handover to onshore teams

This is a highly structured, relationship-focused role requiring empathy, emotional intelligence, and meticulous attention to detail. The successful candidate must handle multiple sensitive conversations, prioritize leads, and provide guidance and reassurance to families exploring home care options.

PLEASE NOTE

• Working Hours:

  • Weekends (Sat & Sun): 3:00 PM – 12:00 AM SAST (1-hour lunch)
  • Weekdays (Mon, Thu, Fri): 12:00 AM – 5:00 AM SAST (no lunch; 5-hour shifts)

• Training Schedule: Mon–Fri, 3:00 PM – 12:00 AM SAST (~2 weeks)

• Hours & Salary: The successful candidates will be paid at a full 45-hour workweek rate from the start. Initial hours are 31 per week, which will systematically grow to 45 hours without additional salary adjustment.

• Public Holidays: Work required on South African and U.S. public holidays. Compensation for SA public holidays per BCEA.

• Internet Requirements: Fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Candidates without fixed fibre cannot be considered.

• Power Backup: Reliable backup power is required to manage load shedding or outages. Candidates without backup cannot be considered.

• Work Environment: Fully remote

Key Responsibilities

• Conduct initial outreach to families who submit leads during after-hours
• Engage in sensitive phone conversations to understand care needs, including recipient details, required services, and location
• CRM administration and documentation: accurately record all conversation notes in HubSpot for handover to onshore teams
• Schedule assessment appointments and in-person meetings with regional offices
• Build trust and rapport with families through professional, empathetic communication
• Provide guidance and reassurance to families exploring home care options
• Respond to speed-to-lead KPIs by ensuring prompt follow-up on all website submissions
• Support lead qualification to maximize conversion potential for onshore teams
• Ensure all documentation and data entry meet established quality standards
• Maintain professional and empathetic communication under pressure
• Handle multiple sensitive conversations simultaneously, prioritizing based on urgency and need
• Collaborate with onshore teams for seamless handover of leads
• Manage all phone and CRM activity in a structured, timely manner
• Maintain accuracy, thoroughness, and attention to detail in all interactions
• Follow internal processes and guidelines to ensure compliance and quality

Requirements

• Excellent English communication skills
• High emotional intelligence with the ability to conduct nuanced and sensitive conversations with families
• Previous customer service or healthcare support experience (phone-based preferred)
• Strong empathy and compassion when interacting with families in challenging situations
• Exceptional attention to detail for accurate notetaking and CRM documentation/administration
• Basic computer skills (MS Office, Outlook) with a tech-savvy approach to learning new systems
• Professional, reliable work ethic with ability to work independently and manage multiple conversations simultaneously

Preferred (advantageous)

• HubSpot CRM experience
• Background in home care, healthcare, or related service industries

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