After Hours Care Coordinator

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee the phone line and company chat/texting platform for caregiver call-outs, emergencies, and no-shows.

• Find replacement caregivers when shifts are unfilled.

• Ensure that vulnerable clients are consistently covered without gaps.

• Follow up via phone on call-outs received through text messages.

• Promptly escalate to a manager if replacements are not available.

• Inform clients about caregiver call-outs and confirm caregiver schedules 1–2 hours before shifts.

• Address caregiver and client inquiries within the scope of after-hours support.

• Exercise sound judgment in situations outside of training, prioritizing client safety.

• Conduct initial intake calls for potential clients.

• Accurately document interactions and update caregiver schedules in the system.

• Prioritize urgent tasks and utilize quieter periods for administrative tasks and system familiarization.

• Balance caregiver concerns with the needs of clients and the business.

• Assist with administrative projects and other after-hours support tasks as required.

⛳️ Requirements

• Proficient in English with excellent, professional communication abilities.

• Demonstrated experience in a client-facing support, service, or coordination role.

• Strong independent judgment and critical thinking skills, comfortable with ambiguity and situations not covered by training.

• Calm and decisive communicator who can make informed calls and guide next steps for caregivers, supervisors, and clients.

• Exceptional multitasking, prioritization, and organizational skills.

• Ability to work independently with minimal oversight.

• Resourceful and effective at solving problems under pressure.

• Compassionate, reliable, and highly responsible, able to balance empathy with a strong focus on client care.

• Ambitious with a robust work ethic.

• Flexible in scheduling, including weekends, and adaptable to changing schedules and operational needs.

• Excellent computer and telephone skills.

• Previous experience in staffing, scheduling, dispatch, or the healthcare/home care sector (preferred).

• Experience in largely solo or remote roles (preferred).

• Mandatory fixed fibre line with a minimum upload and download speed of 25 Mbps and wired Ethernet capability.

• Reliable power backup to manage load shedding or outages.

🏝️ Benefits

• Compensation for South African public holidays in accordance with the BCEA.

• Fully remote work arrangement.