After Hours On-Call Coordinator, Inbound, Outbound

🕒 June 24

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The Hello Team

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2021

🏥 Healthcare

🛡️ Insurance

📦 Logistics

Healthcare • Insurance • Logistics

The Hello Team is a B2B provider of structured offshore hiring and managed workforce solutions. They recruit, hire, and operate dedicated nearshore and offshore teams across 30+ countries, offering remote staffing, BPO services, answering services, and call center build-outs with on-the-ground recruiting, U. S. -based operational oversight, training, and real-time workforce management. The company emphasizes accountability, performance monitoring, and cultural alignment for clients in healthcare, insurance, real estate, professional services and other sectors.

📋 Description

• Answer incoming calls from patients, caregivers, family members, and any other parties who reach the home care agency after hours. • Listen to each caller's concern and take the appropriate action to resolve it. • Learn and follow agency processes for common situations. • Handle emergency and urgent situations calmly, and escalate to managers, supervisors, or other parties when needed based on the training received. • Receive and respond promptly to calls from stakeholders including patients, caregivers, family members, and insurance providers, and complete the task each call requires. • Log all calls accurately in the ticketing system and document the action taken. • Triage incoming calls by urgency and route them to the correct party when escalation is needed. • Follow up with caregivers to confirm coverage and communicate shift changes to the appropriate parties. • Provide clear, reassuring communication to families and keep records updated for the daytime team. • Conduct outbound shift confirmation calls to verify scheduling and attendance. • Perform data reconciliation and prepare accurate reports. • Handle non-patient-related calls and provide administrative support as needed. • Perform other duties related to the position as assigned.

🎯 Requirements

• Proficient level of English (written and spoken). • Proficient level of Spanish (written and spoken). • Excellent professional and communication skills, allowing for effective collaboration with clients, vendors, and teammates. • Customer care or customer service experience is required. • Experience in a healthcare environment is a strong plus. • Ready and able to answer calls promptly, with a warm and friendly approach, and to own each situation from start to finish. • Proactive, sharp, and a quick learner. • Patient and calm under pressure, with the ability to speak with upset or frustrated callers and de-escalate professionally. • Comfortable and respectful when speaking with elderly callers. • Reliable, organized, and able to follow procedures accurately. • Strong attention to detail and ability to manage multiple tasks in a fast-paced environment. • Ability to quickly learn new systems, software, and workflows. • Proficiency with Microsoft Office (Word, Excel, Outlook), and standard business tools (email, spreadsheets, document management). • Positive attitude and the ability to learn and adapt quickly. • Ability to understand and follow established processes accurately with minimal supervision. • Ability to work U.S. Eastern Time (New York) business hours and adapt to business needs. • Interested in long-term career opportunities. • Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.

🏖️ Benefits

• 100% remote work