About this role
ISTA Personnel Solutions is a global BPO partner working directly with U.S.-based clients as a dedicated extension of their team. Our client is a U.S.-based home health company delivering essential in-home care services — helping patients maintain independence and quality of life through assistance with bathing, dressing, meal preparation, and other daily living activities.
The Role
Every lead that comes in after business hours represents a family in need — and right now, those families aren't getting the prompt response they deserve. As our Patient Care Lead Specialist, you will be the first voice they hear.
You will manage after-hours lead outreach, conduct sensitive family conversations, and maintain accurate CRM records — acting as the critical bridge between families seeking care and the onshore team that will guide them through the process.
A typical interaction looks like this: a family calls, worried about an elderly parent's mobility and independence. You listen with empathy, ask the right questions, document everything thoroughly in HubSpot, and schedule them for an assessment with their nearest regional office. The onshore team takes it from there — but it all starts with you.
This is a highly structured, relationship-focused role. It requires genuine compassion, meticulous attention to detail, and the ability to handle multiple sensitive conversations simultaneously — all while hitting speed-to-lead KPIs that directly impact client conversion rates.
PLEASE NOTE
Working Hours: Monday – Friday | 3:00 PM – 12:00 AM SAST (8:00 AM – 5:00 PM CST)Public Holidays: Work required on South African and U.S. public holidays. Compensation for SA public holidays per BCEA. Internet Requirements: Fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Candidates without fixed fibre cannot be considered. Power Backup: Reliable backup power is required to manage load shedding or outages. Candidates without backup cannot be considered.Work Environment: Fully remote
Key Responsibilities
Conduct prompt initial outreach to families who submit leads during after-hoursEngage in sensitive phone conversations to understand care needs — who the care is for, what services are required, and where they are locatedSchedule assessment appointments and in-person meetings with the nearest regional officeAccurately document all conversation notes and lead details in HubSpot CRM for seamless handover to onshore teamsBuild trust and rapport with families through professional, empathetic communicationProvide reassurance and guidance to families navigating home care options for the first timeRespond to speed-to-lead KPIs by ensuring prompt follow-up on all website submissionsSupport lead qualification to maximise conversion potential for onshore teamsHandle multiple sensitive conversations simultaneously, prioritising based on urgencyMaintain accuracy, thoroughness, and quality standards in all documentation and data entryFollow internal processes and compliance guidelines consistentlyCollaborate with onshore teams to ensure seamless lead handover
What We’re Looking For
Essential Requirements
Excellent English communication skills — written and spokenHigh emotional intelligence with the ability to conduct nuanced, sensitive conversations with families in challenging situationsPrevious experience in phone-based customer service, healthcare support, or home careExceptional attention to detail for accurate notetaking and CRM documentationBasic computer skills, including MS Office and Outlook, with a tech-savvy approach to learning new platformsProfessional, reliable work ethic with the ability to work independently and manage multiple conversations simultaneously
Advantageous (Preferred)
Experience with HubSpot CRM or similar platformsBackground in home care, healthcare, or a related service industryExperience in lead generation, client intake, or customer acquisition processes
If you are not contacted within 14 working days, please consider your application unsuccessful.