Outbound Care Advisor - US Home Care (Night & Weekend, Remote)

About the role

A fast-growing US-based home care company, whose clients help families arrange care for elderly loved ones, is hiring an Outbound Care Advisor through ISTA Personnel Solutions. The role has a sales element but is not hard-sell or commission-based: you build trust, listen carefully and help families feel comfortable taking the next step. It is fully remote.

Key responsibilities

• Make outbound calls, texts and emails to families who have enquired about home care (about 60-100 manually dialed calls per shift).
• Check before each call whether the family's location can be serviced.
• Have warm, unhurried conversations, answer questions and address concerns about cost or care.
• Book families for in-person assessments with a local US office.
• Keep clear, detailed notes in the CRM so the next team member can continue from where you left off.
• Follow up consistently with families who have not yet booked an assessment.

Required profile

• Excellent spoken and written English.
• Experience in outbound calling, a contact centre or a similar phone-based role.
• Genuine empathy and patience when people are emotional or upset.
• Willingness to work night shifts and every weekend.
• Comfort with CRM administration and accurate note-taking.

Working conditions

• Five shifts per week, including Saturday and Sunday, with two weekdays off; weekday shifts are overnight in South Africa and weekend shifts run from afternoon to overnight.
• The schedule currently totals 34 hours per week and will gradually increase to a standard 45-hour week; you are paid a fixed monthly salary based on a full 45-hour week from day one.
• Public holidays: both South African and US public holidays must be worked (SA holiday pay follows the BCEA).
• Training: two weeks of paid, structured training (Monday to Friday, 16:00-01:00 SAST) covering US healthcare, home care terminology and the CRM and phone systems, followed by coached live calls.

Requirements

• Fixed fibre internet with a minimum of 25 Mbps upload and download and wired Ethernet capability; applicants without a fixed fibre line cannot be considered.
• Reliable power backup to manage load shedding or outages; applicants without it cannot be considered.