Virtual Assistant – Inbound Call Specialist & Intake Coordinator

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TYPE OF WORK

Full Time

SALARY

$3/hour

HOURS PER WEEK

39

DATE UPDATED

Apr 17, 2026

JOB OVERVIEW

Virtual Assistant – Inbound Call Specialist & Intake Coordinator
Robland Home Health Care & Aspen FMS

Position: Virtual Assistant – Phone & Intake Support
Employer: Robland Home Health Care / Aspen FMS
Work Hours: Monday through Friday, 9:00 AM – 5:00 PM Central Standard Time (CST)
Work Type: Remote / Virtual
Role Focus: Inbound phone support, client & employee intake, call transfers
Language Requirement: Fluent, clear, professional English (spoken & written)

About Us
Robland Home Health Care and Aspen FMS are dedicated to providing high-quality in-home care services and financial management support to the individuals and families we serve. Our clients and employees are the heart of what we do, and every phone call is an opportunity to deliver a caring, professional, and seamless experience. We are looking for a reliable, detail-oriented Virtual Assistant to be the friendly, dependable voice on the other end of the line.
Role Overview
The Virtual Assistant will serve as the primary point of contact for all incoming phone calls during business hours. This is a phone-centric role — your core responsibility will be answering calls, handling client and employee concerns with professionalism and empathy, conducting initial intake for new clients and prospective employees, and transferring calls to the appropriate tea ---------- mber when needed. This role is critical to our operations and requires someone who is calm under pressure, well-spoken, organized, and genuinely caring toward the people they speak with.
Key Responsibilities
Inbound Call Handling (Primary Duty)
• Answer all incoming calls promptly, professionally, and with a warm, welcoming tone.
• Serve as the first voice representing Robland Home Health Care and Aspen FMS to clients, families, employees, and prospects.
• Listen actively to callers, identify the purpose of the call, and route accordingly.
• Maintain composure and professionalism on every call, including emotionally sensitive or difficult conversations.
• Keep call volume moving efficiently without making callers feel rushed.
Client Intake
• Conduct initial intake calls with new and prospective clients, collecting accurate personal, contact, and service-related information.
• Explain services clearly and answer basic questions about what Robland Home Health Care and Aspen FMS offer.
• Document all intake information correctly in our systems for handoff to the appropriate team.
• Identify urgent needs and escalate promptly to the correct department or supervisor.
Employee Intake
• Handle inbound calls from prospective employees and caregivers interested in joining our team.
• Collect initial application information, answer basic hiring-process questions, and route qualified leads to the hiring coordinator or HR.
• Provide clear, accurate information about next steps in the application process.
Call Transfers & Routing
• Transfer calls accurately to the correct department, tea ---------- mber, or supervisor.
• Announce transfers professionally, briefing the receiving party on the caller and reason when appropriate.
• Take detailed, accurate messages when a call cannot be connected, and ensure timely follow-up delivery.
• Maintain and follow an updated internal directory and call-routing guide.
Client & Employee Concerns
• Address and de-escalate client complaints and employee concerns with patience, empathy, and professionalism.
• Log concerns accurately and forward them to the correct supervisor or department for resolution.
• Follow up when required to ensure the caller feels heard and the issue is being handled.
• Maintain strict confidentiality regarding all client, employee, and company information.
Required Qualifications
• Fluent English: Near-native or native-level spoken English with a clear, neutral accent and strong listening comprehension. Written English must also be professional and error-free.
• Phone Presence: A warm, confident, professional phone voice. Able to project calm and competence on every call.
• Availability: Must be reliably available Monday through Friday, 9:00 AM to 5:00 PM CST, with no regular scheduling conflicts during these hours.
• Experience: At least 1–2 years of experience in a call center, receptionist, customer service, virtual assistant, or intake coordinator role. Healthcare or home care experience is a strong plus.
• Technology: Comfortable with VoIP phone systems, CRM software, Microsoft Office / Google Workspace, email, and basic data entry. Able to learn new systems quickly.
• Home Office Setup: Quiet, distraction-free workspace; reliable high-speed internet; a working computer; a good-quality USB or wired headset; and a dependable backup power or internet plan.
• Soft Skills: Strong active listening, empathy, patience, multitasking, attention to detail, and the ability to stay organized while managing back-to-back calls.
• Professionalism: Discretion, confidentiality, and a customer-first mindset in every interaction.
Preferred (Nice-to-Have)
• Previous experience working with home health care, home care, assisted living, or FMS (Financial Management Services) agencies.
• Familiarity with HIPAA and basic healthcare privacy practices.
• Bilingual (English/Spanish) ability is a plus but not required.
• Prior remote work experience with a proven track record of reliability.
What Success Looks Like
• Calls are answered quickly (within the first few rings) during all business hours.
• Callers consistently describe the experience as friendly, professional, and helpful.
• Intake information is captured accurately and delivered to the right team without delay.
• Transfers land in the right place, with the right context, every time.
• Client and employee concerns are handled with care and nothing slips through the cracks.
Compensation & Schedule
Schedule: Monday – Friday, 9:00 AM – 5:00 PM CST (40 hours per week)
Location: Fully remote
Pay: [Rate to be discussed based on experience]
Start Date: As soon as possible for the right candidate
How to Apply
To apply, please submit the following:
• An updated resume or CV.
• A short cover letter or note (3–5 sentences) explaining why you’re a good fit for this phone-focused role.
• A voice sample — either a 30–60 second recording of you introducing yourself and answering a sample call in English, or the ability to complete a brief phone screen.
• Your available start date and confirmation that you can commit to the full 9-to-5 CST schedule, Monday through Friday.
Only candidates with strong English fluency and reliable availability during the stated hours will be considered. We’re looking for someone who wants to be a long-term part of our team — if that’s you, we’d love to hear from you.

Robland Home Health Care • Aspen FMS

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