ShiftKey Customer Service by Phone — 24‑Hour Support Options in the USA

Summary and how ShiftKey routes urgent calls

ShiftKey is a marketplace connecting clinicians with per‑diem and short‑term assignments across the United States. As of mid‑2024, ShiftKey emphasizes in‑app support (real‑time messaging and ticketing) and a web Help Center at https://www.shiftkey.com as the primary customer service channels. Many users seeking “24‑hour phone support” find that ShiftKey’s model routes urgent issues to live agents through the app or by calling the facility listed on an assignment rather than providing a single, public nationwide 24/7 phone line.

For urgent clinical or safety issues, standard protocol is to contact the on‑site facility emergency number or 911 immediately. For platform, payment, or credentialing emergencies where a phone conversation is required, the fastest path is the in‑app “Help” or “Contact Support” feature; those requests are prioritized and can yield callbacks from ShiftKey operations staff outside standard business hours.

How to reach ShiftKey by phone when you need immediate assistance

If you need a phone conversation and cannot find a published ShiftKey phone number, follow this reproducible sequence: (1) open the ShiftKey app and tap Help > Contact Support to request a callback, (2) locate the assignment confirmation email and call the facility or manager phone number printed on that confirmation (facility phone numbers are local, e.g., (415) 555‑0123), and (3) if the matter is an on‑shift emergency, call 911 or the facility’s emergency line first. These steps generally produce the fastest human contact in practice.

In situations where a written record is required (pay disputes, credentialing errors, shift cancellations), create a support ticket inside the app and include exact identifiers (assignment ID, date/time of shift, facility name). A good assignment ID example format looks like ASSIGN‑20240623‑12345. If you prefer email or need to provide attachments (licenses, vaccination records), save JPEG or PDF files named with the pattern LICENSE_RN_7digits_2024.pdf to avoid ambiguity when uploading to a ticket.

What to have ready before calling — a practical checklist

• Essential identifiers: assignment confirmation number (ASSIGN‑xxxxxx), clinician license number (example RN1234567), full legal name exactly as on license, date of birth.
• Documents to attach or reference: state nursing license (scanned), photo ID, paystub or timecard screenshot, assignment confirmation email showing facility phone and contact, any incident report numbers.
• Timeline and amounts for disputes: exact dates/times you worked, clock‑in/out timestamps (UTC or local), claimed pay amount versus paid amount (show gross/net), and any screenshots of in‑app messages.

Having these five categories of information prepared reduces average resolution time. Anecdotally among experienced clinicians, providing full documentation in the initial call or ticket cuts follow‑up cycles from a median of 72 hours to under 24 hours for straightforward issues.

Escalation process, timelines and what to expect

• Immediate on‑shift safety/clinical emergency: call 911 and notify facility charge nurse; document time and actions, then open an in‑app incident ticket within 1 hour.
• Urgent operational issues (pay missing for last shift, credentialing preventing check‑in): request callback via app; typical escalation target is 4–12 hours for high‑impact tickets and 24–72 hours for administrative requests.
• Formal disputes and appeals: if initial support does not resolve the issue within 7 calendar days, escalate to formal appeals via the Help Center with attached evidence; keep copies of all communications for 90 days.

ShiftKey and similar platforms commonly use a tiered support SOP: frontline agents handle triage and quick fixes; operations teams handle pay and credentialing; a manager or legal team handles formal disputes. If an issue remains unresolved after the stated timelines above, escalate in‑app and request a named case manager or a written case number for audit trails.

Phone call scripts and communication best practices

When you do get a phone callback or call a facility, use a concise script: “Hello, my name is [Full Name], assignment ID [ASSIGN‑xxxxxx], I am calling about [specific issue: pay missing, unable to check in, safety incident]. I was scheduled on [date] from [start] to [end]. My license number is [RNxxxxxxx]. What is the next step to resolve this now?” This exact phrasing focuses the conversation and creates traceable data points.

Be ready to state outcomes you consider acceptable (e.g., immediate pay correction, shift re‑assignment, incident investigation) and requested deadlines (24‑hour correction for pay; 48‑hour credentialing resolution). Record the name and contact of the person you spoke with, the date/time of call, and any case or ticket number they provide. These details are critical if you need to escalate to state regulatory bodies or file a wage claim.

Security, privacy and regulatory recourse

Do not provide full Social Security numbers over an unsolicited phone call. Legitimate support will request partial SSN or a verification phrase and then direct you to upload sensitive documents via the encrypted in‑app portal. If a caller requests full SSN or bank PIN over the phone, terminate the call and open a support ticket in the app; report suspected fraud to your local police and to the Federal Trade Commission at https://www.identitytheft.gov.

If a pay dispute or credentialing error is unresolved after internal escalation, clinicians can file complaints with state labor departments (for wage claims) or state nursing boards (for licensing or facility compliance issues). Typical timelines: wage claim investigations often open within 30 days of filing; state board licensure complaints can take 60–180 days depending on the jurisdiction and case complexity.

Final practical recommendations

In short: for 24‑hour needs, use the ShiftKey app’s Help/Contact Support first, call the on‑site facility for immediate matters, and for true emergencies call 911. Keep thorough records—assignment IDs, timestamps, screenshots—and use the two escalation paths outlined above (operations then formal appeals) if the first contact does not resolve the issue within the expected 4–72 hour windows.

Website reference: start at https://www.shiftkey.com/help for ticket submission and up‑to‑date support articles. If you need immediate life/safety assistance, always call 911 or the facility emergency number first; platform teams will act on those incident reports but they cannot replace emergency services.