Job Description
NeoWork is a global outsourcing partner that connects businesses with dedicated remote professionals. We believe in building long-term careers for our team members while delivering exceptional, human-centered service for our clients. This role sits at the heart of that mission supporting a fast-growing homecare client where compassion, calm, and quick thinking matter most.
Role Overview
As an Overnight Staffing Support Specialist, you will serve as the primary point of contact for a US-based homecare agency during overnight hours. You will handle inbound calls from caregivers and clients, troubleshoot real-time issues, coordinate caregiver scheduling, and document each interaction clearly for the daytime team.
This is a high-empathy, high-stakes support role. Callers may be stressed, scared, or frustrated — your ability to stay calm, listen actively, and take swift action makes a real difference in people’s lives.
Key Responsibilities
• Answer and manage inbound calls from caregivers and clients during overnight hours, providing responsive and professional support.
• De-escalate emotionally charged situations with empathy and composure, ensuring callers feel heard and supported.
• Problem-solve in real time — assess each situation, identify the right course of action, and follow through.
• Coordinate caregiver staffing to fill open or vacated shifts, matching availability with client needs efficiently.
• Maintain thorough, clear written logs of every call and action taken, giving the daytime team full context to continue seamlessly.
• Escalate complex or urgent situations appropriately, following established protocols.
• Build familiarity with client care plans, caregiver profiles, and agency workflows over time.
• Confident, professional communicator over the phone clear, calm, and easy to understand.
• Demonstrated ability to de-escalate tense situations and lead interactions with empathy and patience.
• Strong written English, able to write accurate, concise call summaries and shift notes.
• Comfortable working autonomously during overnight hours with minimal supervision.
• Reliable internet connection and a quiet, distraction-free work environment.
• Highly organized with strong attention to detail and follow-through.
Preferred Qualifications
• Prior experience in homecare, caregiving, or a related healthcare support environment — especially in California.
• Familiarity with home care agency operations, caregiver scheduling, or care coordination.
• Background in customer service, a call center, or dispatch-style support roles.
Experience handling urgent or sensitive calls (e.g., medical, social services, crisis support).
- We offer health insurance for contractors
- Holiday Extra Pay
- The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client’s needs.
- This is a 100% home-based position
- We prioritize the mental health of our team members and offer mental health days to support their well-being.
- In addition to the base salary, performance-based incentives are provided.
- There is an annual review and appraisal process in place.
- There are ample opportunities for professional growth and advancement within the company.
