Afterhours Patient Care Lead Specialist - Remote

Overview

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.

In Short

• Manage after-hours lead outreach and conduct sensitive family conversations.
• Gather comprehensive information about care requirements and schedule assessments.
• Document interactions accurately in HubSpot CRM.
• Work fully remote covering U.S. after-hours shifts.
• Handle multiple sensitive conversations with empathy and attention to detail.
• Respond to speed-to-lead KPIs for prompt follow-up on submissions.
• Provide guidance and reassurance to families exploring home care options.
• Collaborate with onshore teams for seamless lead handover.
• Maintain high standards of documentation and quality.
• Ensure compliance with internal processes and guidelines.

Requirements

• Excellent English communication skills.
• High emotional intelligence for sensitive conversations.
• Previous customer service or healthcare support experience.
• Strong empathy and compassion in challenging situations.
• Exceptional attention to detail for accurate documentation.
• Basic computer skills and tech-savvy approach.
• Professional work ethic with independent management skills.

Benefits

• Fully remote work environment.
• Opportunity to help families in need of care.
• Structured training provided.
• Potential for growth in hours and responsibilities.
• Supportive team environment.