After Hours Care Coordinator (Remote, EST Hours)

About the role

ISTA Personnel Solutions is recruiting an After Hours Care Coordinator for its client's After Hours Department, supporting a U.S.-based home care agency that provides in-home care for elderly and vulnerable clients. The role is fully remote, works about 28 hours per week and covers Sunday through Friday between 19:00 and 05:00 SAST, with full schedule flexibility and possible extra coverage during busy periods.

Key responsibilities

• Monitor the phone line and the company's chat/texting platform for caregiver call-outs, emergencies and no-shows.
• Source replacement caregivers when a shift cannot be covered, starting with those closest to the client and arranging longer-term replacements where needed.
• Ensure vulnerable clients are never left uncovered, including asking the current caregiver to stay on until a replacement is in place.
• Follow up by phone on call-outs received by text, focusing on getting the client covered.
• Escalate promptly to a manager when a replacement cannot be found immediately and act on further instructions.
• Notify clients of call-outs and confirm caregiver schedules 1-2 hours before each shift.
• Respond to caregiver and client queries within the scope of after-hours support, and use sound judgement when situations are not covered in training, always putting client safety first.
• Conduct initial intake calls for prospective clients, document all interactions and update caregiver schedules in the system.
• Prioritise urgent tasks during busy periods and use quieter times for administrative catch-up.
• Assist with administrative projects and other after-hours support tasks as needed.

Required profile

• Fluent in English with clear, professional communication skills.
• Proven experience in a client-facing support, service or coordination role.
• Strong independent judgement, critical thinking and comfort with ambiguity.
• Calm, decisive communicator who can give clear directions to caregivers, supervisors and clients.
• Comfortable working independently with minimal supervision and adapting to changing schedules.
• Advantageous: previous staffing, scheduling, dispatch or healthcare/home care experience, and experience in a largely solo or remote role.

Required skills

• Excellent computer and telephone skills.
• Fixed fibre internet (minimum 25 Mbps upload and download) with wired Ethernet capability.
• Reliable power backup to manage load shedding or outages.