[Hiring] Afterhours Patient Care Lead Specialist @ISTA Personnel Solutions

Role Description

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.

• 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

Qualifications

• 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

Requirements

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

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