Service Coordination Specialist- Remote | EST Hours

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients' operations. We focus on long-term placements where you contribute directly to the client's success.

We are looking for an organised, proactive and solution-driven Service Coordination Specialist to support daily scheduling and ensure clients receive reliable, consistent care.

This is a fast-paced, hands-on role involving caregiver scheduling, client communication, shift coordination and real-time problem-solving. You will be responsible for ensuring shifts are covered, managing last-minute changes, following up with caregivers and keeping clients and their families informed.

The ideal candidate is comfortable managing multiple priorities, handling difficult conversations professionally and finding solutions under pressure. Strong communication, emotional resilience and the ability to take ownership are essential.

PLEASE NOTE

• Working Hours: Monday – Friday | 8:30 AM – 5:00 PM EST (14:30 PM – 23:00 PM South African time – subject to daylight savings).
• Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
• Work Environment: Fully remote

Key Responsibilities:

• Coordinate caregiver schedules for an assigned geographical area, prioritising upcoming shifts and urgent same-day coverage.
• Match caregivers to clients based on availability, suitability, location and care requirements.
• Respond promptly to cancellations and call-outs, sourcing replacements to minimise service disruptions.
• Maintain backup caregiver options and monitor schedules to identify potential coverage gaps.
• Communicate with clients, families and caregivers regarding appointments, delays, schedule changes and service concerns.
• Follow up on caregiver confirmations, attendance and reliability issues, escalating concerns where necessary.
• Build positive relationships with clients and families while maintaining professional accountability with caregivers.
• Maintain accurate records of schedules, communications, shift confirmations and outcomes across multiple systems.
• Collaborate with colleagues to coordinate coverage, share updates and prevent duplicated efforts.
• Take initiative, prioritise urgent matters and escalate staffing challenges when additional support is required.

Requirements:

• Experience in scheduling, dispatch, workforce coordination, administration, customer service or a similar role.
• Excellent verbal and written English communication skills.
• Strong organisational and multitasking abilities.
• Confidence using multiple computer systems and communication channels simultaneously.
• Strong problem-solving skills and the ability to work under pressure.
• Professional, empathetic communication and confidence handling difficult conversations.
• Emotional resilience and the ability to manage changing priorities.
• High attention to detail and accurate record-keeping.
• Ability to work independently while contributing effectively to a team.
• Reliable fixed fibre internet and backup power that meet the requirements above.

If you are not contacted within 14 working days, please consider your application unsuccessful.