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

About this role

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. This role is offered on a 2-month fixed-term contract basis, with a HIGH possibility of becoming permanent. 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:
Position Type: This role is being offered as a fixed-term contract for an initial 2-month period, with a high possibility of transitioning to a permanent position thereafter, based on performance.
Working Hours: Monday to Friday, 21:00PM – 06:00AM 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)
Flexibility to work shifts (including weekends)

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