Overnight Staffing Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Handle and manage incoming calls from caregivers and clients during overnight hours, delivering professional and responsive support.

• Calmly de-escalate emotionally charged situations with empathy, ensuring callers feel acknowledged and supported.

• Engage in real-time problem-solving — evaluate each scenario, determine the appropriate course of action, and execute accordingly.

• Organize caregiver staffing to efficiently fill open or vacated shifts, aligning availability with client requirements.

• Keep detailed and clear written records of every call and action taken, providing the daytime team with complete context for a seamless transition.

• Appropriately escalate complex or urgent matters, adhering to established protocols.

• Gradually build familiarity with client care plans, caregiver profiles, and agency workflows.

⛳️ Requirements

• A confident, professional communicator over the phone, speaking clearly, calmly, and understandably.

• Proven ability to de-escalate tense situations while leading interactions with empathy and patience.

• Strong command of written English, capable of producing accurate and concise call summaries and shift notes.

• Ability to work independently during overnight hours with minimal supervision.

• A reliable internet connection and a quiet, distraction-free workspace.

• Highly organized with excellent attention to detail and follow-through.

• Previous experience in homecare, caregiving, or a related healthcare support setting, particularly in California.

• Understanding of home care agency operations, caregiver scheduling, or care coordination.

• Background in customer service, call center, or dispatch-style support roles.

• Experience managing urgent or sensitive calls (e.g., medical, social services, crisis support).

🏝️ Benefits

• We provide health insurance for contractors.

• Holiday Extra Pay.

• Work hours typically align with standard business hours in the US, with some potential flexibility based on client needs.

• This is a fully remote position.

• We prioritize the mental health of our team members, offering mental health days to support their well-being.

• In addition to the base salary, performance-based incentives are available.

• An annual review and appraisal process is implemented.

• There are numerous opportunities for professional growth and advancement within the organization.