Overnight Staffing Support Specialist

NeoWork

Overnight Staffing Support Specialist serving as primary contact for US-based homecare agency. Handling calls, scheduling, and real-time issue resolution during overnight hours.

Posted 4/23/2026full-timeRemote • 🇵🇭 PhilippinesLeadWebsite

About the role

Key responsibilities & impact

Answer and manage inbound calls from caregivers and clients during overnight hours, providing responsive and professional support.
De-escalate emotionally charged situations with empathy and composure, ensuring callers feel heard and supported.
Problem-solve in real time — assess each situation, identify the right course of action, and follow through.
Coordinate caregiver staffing to fill open or vacated shifts, matching availability with client needs efficiently.
Maintain thorough, clear written logs of every call and action taken, giving the daytime team full context to continue seamlessly.
Escalate complex or urgent situations appropriately, following established protocols.
Build familiarity with client care plans, caregiver profiles, and agency workflows over time.

Requirements

What you’ll need

Confident, professional communicator over the phone clear, calm, and easy to understand.
Demonstrated ability to de-escalate tense situations and lead interactions with empathy and patience.
Strong written English, able to write accurate, concise call summaries and shift notes.
Comfortable working autonomously during overnight hours with minimal supervision.
Reliable internet connection and a quiet, distraction-free work environment.
Highly organized with strong attention to detail and follow-through.
Prior experience in homecare, caregiving, or a related healthcare support environment — especially in California.
Familiarity with home care agency operations, caregiver scheduling, or care coordination.
Background in customer service, a call center, or dispatch-style support roles.
Experience handling urgent or sensitive calls (e.g., medical, social services, crisis support).

Benefits

Comp & perks

We offer health insurance for contractors
Holiday Extra Pay
The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
This is a 100% home-based position
We prioritize the mental health of our team members and offer mental health days to support their well-being.
In addition to the base salary, performance-based incentives are provided.
There is an annual review and appraisal process in place.
There are ample opportunities for professional growth and advancement within the company.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

professional communicatorempathypatienceproblem-solvingattention to detailorganizational skillsde-escalationclear writingautonomous workcalm demeanor