Job Summary:
We are looking for a dependable and people-focused Remote After Hours On-Call Coordinator (Inbound/Outbound) to support a home care agency. In this role you are the first point of contact after regular business hours. You will answer incoming calls, listen carefully to each concern, and take the right action to resolve it. You will be trained on the agency's processes, tools, and escalation procedures so you can handle each situation with confidence.
Key Responsibilities:
- Answer incoming calls from patients, caregivers, family members, and any other parties who reach the home care agency after hours.
- Listen to each caller's concern and take the appropriate action to resolve it.
- Learn and follow agency processes for common situations. For example, when a caller reports a shift cancellation, fill the open shift using tools such as HHAeXchange, AlayaCare, or other healthcare scheduling software.
- Handle emergency and urgent situations calmly, and escalate to managers, supervisors, or other parties when needed based on the training received.
- Receive and respond promptly to calls from stakeholders including patients, caregivers, family members, and insurance providers, and complete the task each call requires.
- Log all calls accurately in the ticketing system and document the action taken.
- Triage incoming calls by urgency and route them to the correct party when escalation is needed.
- Follow up with caregivers to confirm coverage and communicate shift changes to the appropriate parties.
- Provide clear, reassuring communication to families and keep records updated for the daytime team.
- Conduct outbound shift confirmation calls to verify scheduling and attendance.
- Perform data reconciliation and prepare accurate reports.
- Handle non-patient-related calls and provide administrative support as needed.
- Perform other duties related to the position as assigned.
Qualifications & Requirements:
- Proficient level of English (written and spoken).
- Proficient level of Spanish (written and spoken).
- Excellent professional and communication skills, allowing for effective collaboration with clients, vendors, and teammates.
- Customer care or customer service experience is required.
- Experience in a healthcare environment is a strong plus.
- Ready and able to answer calls promptly, with a warm and friendly approach, and to own each situation from start to finish.
- Proactive, sharp, and a quick learner.
- Patient and calm under pressure, with the ability to speak with upset or frustrated callers and de-escalate professionally.
- Comfortable and respectful when speaking with elderly callers.
- Reliable, organized, and able to follow procedures accurately.
- Strong attention to detail and ability to manage multiple tasks in a fast-paced environment.
- Ability to quickly learn new systems, software, and workflows.
- Proficiency with Microsoft Office (Word, Excel, Outlook), and standard business tools (email, spreadsheets, document management).
- Positive attitude and the ability to learn and adapt quickly.
- Ability to understand and follow established processes accurately with minimal supervision.
- Ability to work U.S. Eastern Time (New York) business hours and adapt to business needs.
- Interested in long-term career opportunities.
- Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.
Compensation & Benefits:
- 100% remote work.
- Compensation in USD.
- Schedule: Monday through Friday, 7:00 AM–9:00 AM and 5:00 PM–10:00 PM. Flexibility is required, as schedules may change based on business needs, including future weekend availability.
- Please note that this is a long-term opportunity.
- Great work environment with potential for growth.
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