Receptionist / Call Intake & Operations Coordinator

Outsourcing Staffing Advantage is seeking a Receptionist / Call Intake & Operations Coordinator to join our team in Santiago de los Caballeros, Dominican Republic. This role is central to our operations, ensuring seamless communication and efficient issue resolution for patients, caregivers, vendors, and internal staff.

• Answer and manage all incoming calls not directed to a specific extension, ensuring complete call capture and prompt response.
• Serve as the first point of contact for patients, caregivers, vendors, and internal staff, providing professional and courteous service.
• Document each call with detailed information (caller details, purpose, urgency, and required follow-ups) and route messages to the appropriate department or person.
• Maintain ownership of calls until confirmed resolved or closed, using a structured call tracking system (log/CRM) to categorize and prioritize by department, issue, and urgency.
• Track open items, follow up to completion, verify callbacks and resolutions, and escalate delays or unresolved matters to supervisors as needed.
• Prepare daily reports on call volume, outstanding issues, and resolutions, maintaining an issue log and identifying recurring problems or operational gaps.
• Provide actionable insights to improve workflows and act as a liaison across departments, coordinating follow-ups via phone and email, and drafting professional communications.
• Deliver bilingual English/Spanish support, including translation and interpretation between staff, caregivers, and clients.
• Participate in after-hours and overnight on-call rotation as required.

Requirements

• Previous New York home care agency experience (required).
• Strong understanding of Intake, Recruitment, Coordination, HR, Payroll, and Clinical/Nursing operations.
• Excellent customer service, communication, and organizational skills.
• Ability to handle a high volume of calls while maintaining accurate documentation.
• Experience using call trackers, spreadsheets, CRM systems, or similar tools.
• Strong judgment, attention to detail, and ability to prioritize urgent matters.
• Reliable and consistently available during business hours.

Benefits

• Opportunity to work on diverse and exciting projects.
• Supportive and collaborative work environment.
• Weekly payments.
• Weekly Incentives based on performance
• Weekends off.
• Hiring Bonus
• Growth Opportunities
• Referral Bonus
• National holidays pay double the hourly rate
• US Holidays Off when applicable
• Best work environment in Santiago
• Morning shift available.
• Back-office positions