NeoWork is a global outsourcing partner that connects businesses with dedicated remote professionals. We believe in building long-term careers for our team members while delivering exceptional, human-centered service for our clients. This role sits at the heart of that mission supporting a fast-growing homecare client where compassion, calm, and quick thinking matter most.
Role Overview
As an Overnight Staffing Support Specialist, you will serve as the primary point of contact for a US-based homecare agency during overnight hours. You will handle inbound calls from caregivers and clients, troubleshoot real-time issues, coordinate caregiver scheduling, and document each interaction clearly for the daytime team.
This is a high-empathy, high-stakes support role. Callers may be stressed, scared, or frustrated — your ability to stay calm, listen actively, and take swift action makes a real difference in people's lives.
Key Responsibilities
- 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
- 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
Preferred Qualifications
- 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
- 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
