On Call Coordinator

The On-Call Coordinator provides responsive staffing and operational support for the Private Care agency outside of normal business hours. This position serves as the primary point of contact for caregivers when time-sensitive issues arise after hours.

The Coordinator is responsible for responding to call-outs, assisting with urgent staffing needs, communicating schedule changes, documenting after-hours activity, and escalating client care or safety concerns to the appropriate clinical or management team member.

The ideal candidate is dependable, calm under pressure, highly organized, and able to make sound decisions while managing multiple priorities in a fast-paced home care environment.

This position requires availability to answer incoming calls from Friday evening at 5pm through 8am Monday morning.  Earning potential for this period is $375/weekend. 

Essential Duties and Responsibilities

• Serve as the primary after-hours contact for Private Care staff during assigned on-call periods.
• Answer and respond promptly to incoming calls, texts, and other approved communications.
• Communicate schedule changes and coverage updates to appropriate agency personnel.
• Identify situations requiring clinical review and promptly escalate clinical concerns, changes in client condition, falls, hospitalizations, deaths, medication concerns, or other significant events to the appropriate clinical manager or supervisor.
• Escalate unresolved staffing concerns, client complaints, safety concerns, or other significant issues according to agency protocol.
• Maintain professional, courteous, and compassionate communication with clients, families, caregivers, and colleagues.
• Accurately document all after-hours calls, actions taken, staffing changes, and follow-up needs.
• Provide a clear handoff to the daytime Private Care team regarding outstanding issues and significant events that occurred during the on-call period.
• Maintain confidentiality and comply with HIPAA, agency policies, and all applicable privacy requirements.
• Follow established emergency, incident-reporting, staffing, and escalation procedures.

Qualifications

• High school diploma or equivalent required; associate degree or additional education preferred.
• Previous experience in home care, healthcare staffing, scheduling, customer service, or a related field strongly preferred.
• Experience coordinating caregivers or managing employee schedules preferred.
• Strong communication, organization, and problem-solving skills.
• Ability to remain professional and composed when handling urgent or challenging situations.
• Ability to prioritize multiple calls and staffing needs independently.
• Strong attention to detail and accurate documentation skills.
• Comfortable using scheduling software, electronic communication systems, email, and mobile technology.
• Ability to exercise appropriate judgment and recognize when an issue requires escalation to clinical or management personnel.
• Reliable internet and telephone access during assigned on-call periods.
• Must be consistently available and responsive throughout assigned on-call coverage.

Schedule Expectations

This position is specifically designed to provide coverage outside of the Private Care agency's regular business hours. Assigned coverage may include: 

• Weekday evenings and overnight hours
• Weekends
• Holidays
• Rotating after-hours coverage as determined by agency needs 

The After-Hours On-Call Coordinator must remain accessible and able to respond promptly throughout the assigned coverage period.