Afterhours Patient Care Lead Specialist (USA Healthcare) - Remote | CST Hours

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

The Role

Every lead that comes in after business hours represents a family in need — and right now, those families aren't getting the prompt response they deserve. As our Afterhours Patient Care Lead Specialist, you will be the first voice they hear.

You will manage after-hours lead outreach, conduct sensitive family conversations, and maintain accurate CRM records — acting as the critical bridge between families seeking care and the onshore team that will guide them through the process.

A typical interaction looks like this: a family calls, worried about an elderly parent's mobility and independence. You listen with empathy, ask the right questions, document everything thoroughly in HubSpot, and schedule them for an assessment with their nearest regional office. The onshore team takes it from there — but it all starts with you.

This is a highly structured, relationship-focused role. It requires genuine compassion, meticulous attention to detail, and the ability to handle multiple sensitive conversations simultaneously — all while hitting speed-to-lead KPIs that directly impact client conversion rates.

PLEASE NOTE

• Working Hours: Monday – Friday | 3:00 PM – 12:00 AM SAST (8:00 AM – 5:00 PM CST)
• 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 prompt initial outreach to families who submit leads during after-hours
• Engage in sensitive phone conversations to understand care needs — who the care is for, what services are required, and where they are located
• Schedule assessment appointments and in-person meetings with the nearest regional office
• Accurately document all conversation notes and lead details in HubSpot CRM for seamless handover to onshore teams
• Build trust and rapport with families through professional, empathetic communication
• Provide reassurance and guidance to families navigating home care options for the first time
• Respond to speed-to-lead KPIs by ensuring prompt follow-up on all website submissions
• Support lead qualification to maximise conversion potential for onshore teams
• Handle multiple sensitive conversations simultaneously, prioritising based on urgency
• Maintain accuracy, thoroughness, and quality standards in all documentation and data entry
• Follow internal processes and compliance guidelines consistently
• Collaborate with onshore teams to ensure seamless lead handover

What We’re Looking For

Essential Requirements

• Excellent English communication skills — written and spoken
• High emotional intelligence with the ability to conduct nuanced, sensitive conversations with families in challenging situations
• Previous experience in phone-based customer service, healthcare support, or home care
• Exceptional attention to detail for accurate notetaking and CRM documentation
• Basic computer skills, including MS Office and Outlook, with a tech-savvy approach to learning new platforms
• Professional, reliable work ethic with the ability to work independently and manage multiple conversations simultaneously

Advantageous (Preferred)

• Experience with HubSpot CRM or similar platforms
• Background in home care, healthcare, or a related service industry
• Experience in lead generation, client intake, or customer acquisition processes

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