Healthcare Client Support Specialist

Summary

Join our global BPO company as a Client Support Specialist and become the first line of support for our on-demand nursing platform. You will assist nurses, facilities, and patients with time-sensitive issues during off-hours, working rotational shifts covering EST hours, Monday-Sunday, including holidays. This remote role is for South African citizens only and requires a fixed fibre line internet connection with a minimum speed of 25 Mbps and a reliable power backup solution. You will monitor and respond to inquiries via call, chat, and app, troubleshoot app issues, coordinate shift changes, keep patients informed, and collaborate with a global team. Strong English communication skills and the ability to work independently under pressure are essential.

Requirements

• Working Hours: This role requires you to work EST hours, Monday - Sunday (Rotational Shifts), including holidays (mandatory)
• Work Environment: This is a remote role for South African Citizens only
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages . Applicants without a power backup cannot be considered
• Strong English communication skills—both written and spoken
• Ability to stay calm under pressure and problem-solve independently
• Comfortable working EST hours, including weekends and holidays (mandatory)
• Proficient with mobile and web-based applications; quick to learn new tools
• Self-driven, reliable, and a collaborative team player

Responsibilities

• Monitor and respond to incoming inquiries from nurses and facilities via call, chat (Intercom), and our app
• Troubleshoot app issues (e.g., GPS/clock-in problems) and escalate as needed
• Coordinate last-minute shift changes or emergencies with urgency and professionalism
• Keep patients informed of any updates that may affect their care
• Collaborate with a global remote team, sharing responsibilities and stepping in when needed
• Document issues clearly and thoroughly for seamless handovers

Preferred Qualifications

• Previous experience in customer support, healthcare coordination, or scheduling preferred
• Experience supporting nurses or working in a healthcare-adjacent role
• Worked night shifts or irregular hours before
• Familiarity with Intercom or similar communication platforms