International Customer Care, Marketing & Business Support Coordinator

International Customer Care, Marketing & Business Support Coordinator
Remote Contractor Position – Based in the Philippines
Reports To: Administrator / Owner
Location: Remote (Philippines)
Employment Type: Independent Contractor (International)
Contract Length: Initial 3-Month Contract (Renewable based on performance)
Work Schedule:
To effectively support our U.S.-based clients and referral partners, this position requires a split work schedule.
Customer Service Hours (Required)
To match our business hours in Virginia (Eastern Time), the following schedule is mandatory:
Philippines Time

• Monday – Friday
• 9:00 PM – 1:00 AM
• 4:00 AM – 8:00 AM

During these hours, you must be available online to:

• Answer incoming phone calls
• Respond to website inquiries
• Return missed calls
• Respond to text messages
• Answer email s
• Follow up with prospective clients
• Schedule free in-home assessments
• Communicate with referral sources
• Update our CRM immediately after every interaction

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Lead Generation & Business Development Hours
Because most referral sources operate during U.S. daytime business hours, outreach activities should be completed during:
These hours will be used for:

• Referral phone calls
• Lead generation
• Contacting physician offices
• Contacting hospitals
• Contacting rehabilitation centers
• Contacting social workers
• Contacting case managers
• Contacting discharge planners
• Contacting assisted living facilities
• Contacting senior communities
• Researching new referral opportunities

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Flexible Hours
The following duties may be completed during your preferred daytime hours in the Philippines as long as deadlines are met.

• Social media
• Graphic design
• Canva projects
• Video editing
• Email marketing
• CRM cleanup
• Reports
• Administrative work
• Research
• Website updates
• Marketing materials

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Position Overview
Nova Home Care Agency is seeking an organized, proactive, customer-focused, and creative International Customer Care, Marketing & Business Support Coordinator to become an essential member of our growing team.
This position combines customer service, marketing, administrative support, business development, lead generation, and digital marketing into one role. The ideal candidate enjoys helping families, communicating professionally over the phone, organizing information, creating marketing content, and supporting business growth.
The successful candidate will become one of the primary representatives of our agency by providing exceptional customer service while helping expand our referral network throughout Northern Virginia.
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Primary Objectives
The purpose of this position is to:

• Deliver exceptional customer service
• Convert inquiries into scheduled assessments
• Increase client referrals
• Support referral development
• Grow our online presence
• Maintain accurate records
• Assist with administrative operations
• Strengthen relationships with healthcare professionals and community partners

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Customer Care Responsibilities
Serve as the first point of contact for prospective clients and referral sources.
Responsibilities include:

• Answer all incoming phone calls professionally.
• Return missed calls promptly.
• Respond to website inquiries.
• Respond to email s and text messages.
• Schedule free in-home assessments.
• Explain our services to prospective clients.
• Collect client information accurately.
• Transfer urgent calls to management when necessary.
• Follow up with families after initial inquiries.
• Send appointment reminders.
• Confirm scheduled appointments.
• Maintain excellent customer service at every interaction.
• Document every conversation in the CRM.

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Lead Generation & Referral Development
Help expand the agency's referral network.
Responsibilities include:

• Research hospitals.
• Research physician offices.
• Research specialists.
• Research rehabilitation centers.
• Research dialysis centers.
• Research assisted living communities.
• Research skilled nursing facilities.
• Research hospice agencies.
• Research home health agencies.
• Research senior centers.
• Research veterans organizations.
• Research faith-based organizations.
• Build referral contact lists.
• Verify referral contact information.
• Make professional outreach calls.
• Introduce our services.
• Schedule meetings for management.
• Maintain referral databases.
• Track all outreach efforts.
• Record follow-up dates.

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CRM Management
Maintain organized and accurate client and referral records.
Responsibilities include:

• Update all leads.
• Enter new referrals.
• Document conversations.
• Track referral sources.
• Monitor follow-up dates.
• Maintain client records.
• Create reports.
• Keep databases organized.
• Eliminate duplicate entries.
• Track referral conversion rates.

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Social Media Management
Manage the agency's online presence.
Responsibilities include:

• Create engaging Facebook content.
• Create Instagram posts.
• Create LinkedIn content.
• Schedule social media posts.
• Respond to comments.
• Monitor messages.
• Create educational content.
• Share caregiving tips.
• Highlight agency services.
• Promote community events.
• Showcase testimonials.
• Build brand awareness.

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Graphic Design Responsibilities
Design professional marketing materials using Canva.
Create:

• Flyers
• Brochures
• Referral packets
• Rack cards
• Business cards
• Social media graphics
• Presentation materials
• Event banners
• Posters
• Educational handouts
• Recruitment advertisements
• Holiday promotions
• Community outreach materials

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Video Editing
Create professional marketing videos.
Responsibilities include:

• Edit short-form videos.
• Produce educational videos.
• Create Facebook Reels.
• Create Instagram Reels.
• Create YouTube Shorts.
• Add captions.
• Add branding.
• Add transitions.
• Add music (copyright compliant).
• Optimize videos for each platform.

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Email Marketing
Manage email communication.
Responsibilities include:

• Create newsletters.
• Send referral email s.
• Design email campaigns.
• Create promotional email s.
• Maintain mailing lists.
• Track campaign performance.
• Improve email engagement.
• Monitor open rates.
• Monitor click-through rates.

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Executive Assistant Responsibilities
Provide administrative support to the Administrator.
Responsibilities include:

• Manage calendars.
• Schedule meetings.
• Organize files.
• Prepare reports.
• Create spreadsheets.
• Draft correspondence.
• Conduct online research.
• Assist with presentations.
• Maintain digital records.
• Organize marketing projects.
• Assist with special projects.

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Technology & Software
The successful candidate should have experience or be willing to learn:

• Canva
• ChatGPT
• Microsoft Office
• Google Workspace
• Microsoft Teams
• Zoom
• Google Meet
• CRM software
• RingCentral or VoIP phone systems
• Meta Business Suite
• LinkedIn
• Instagram
• Facebook
• Google Business Profile
• Mailchimp or similar email marketing platforms
• Trello, ClickUp, Asana, or ----------

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Required Qualifications
Applicants should possess:

• Excellent spoken and written English.
• Professional telephone etiquette.
• Strong customer service skills.
• Excellent communication abilities.
• Strong organizational skills.
• High attention to detail.
• Ability to multitask.
• Ability to work independently.
• Positive attitude.
• Professional appearance during virtual meetings.
• Reliable high-speed internet.
• Quiet home office.
• Backup internet connection preferred.
• Backup power source preferred.
• Quality computer and headset.

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Preferred Qualifications
Preference will be given to candidates with experience in:

• Healthcare
• Home care
• Medical office administration
• Customer service
• Call center operations
• Virtual assistance
• Digital marketing
• Social media management
• Canva graphic design
• CRM management
• Lead generation
• Appointment scheduling
• Executive assistance

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Key Performance Indicators (KPIs)
Performance will be measured by:

• Call answer rate
• Average response time
• Website inquiry response time
• Scheduled assessments
• Client conversion rate
• Referral contacts added
• Referral outreach completed
• Follow-ups completed on time
• CRM accuracy
• Social media engagement
• Marketing materials completed
• Video production
• Email campaign performance
• Administrative task completion
• Professional communication
• Reliability and attendance

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Confidentiality & Compliance
Because we serve healthcare clients, this position requires strict adherence to:

• HIPAA confidentiality requirements
• Company Privacy Policies
• Data security standards
• Confidentiality Agreement (NDA)
• Intellectual Property Agreement
• Remote Work Policy
• Cybersecurity Policy

All work created during this contract—including graphics, videos, documents, marketing materials, social media content, databases, templates, standard operating procedures (SOPs), and any other materials—shall remain the exclusive property of our Agency.

Why Join Nova Home Care Agency?

At Nova Home Care Agency, our mission is to provide compassionate, dependable, and high-quality home care services that allow seniors and adults with disabilities to remain safe, comfortable, and independent in their own homes. As part of our team, you will play an important role in helping families access the care they need while contributing