After Hours On-Call Coordinator, Inbound, Outbound

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming calls from patients, caregivers, family members, and other individuals contacting the home care agency after hours.

• Actively listen to each caller's concerns and take the necessary steps to address them.

• Familiarize yourself with and adhere to agency protocols for common scenarios.

• Manage emergency and urgent situations with composure, escalating issues to managers, supervisors, or other relevant parties as per training guidelines.

• Promptly receive and respond to calls from stakeholders, including patients, caregivers, family members, and insurance providers, fulfilling the requirements of each call.

• Accurately log all calls in the ticketing system and document the actions taken.

• Assess the urgency of incoming calls and direct them to the appropriate party when escalation is necessary.

• Follow up with caregivers to verify coverage and communicate any shift changes to the relevant parties.

• Provide clear and reassuring communication to families, ensuring that records are updated for the daytime team.

• Conduct outbound calls to confirm shifts and verify attendance.

• Perform data reconciliation and generate precise reports.

• Manage non-patient-related calls and offer administrative support as required.

• Execute additional duties related to the role as assigned.

⛳️ Requirements

• Proficient in English (both written and spoken).

• Proficient in Spanish (both written and spoken).

• Exceptional professional and communication skills, facilitating effective collaboration with clients, vendors, and colleagues.

• Prior customer care or customer service experience is essential.

• Experience in a healthcare setting is highly advantageous.

• Ready to answer calls promptly, maintaining a warm and friendly demeanor, and managing each situation from beginning to end.

• Proactive, quick-witted, and a rapid learner.

• Patient and composed under pressure, capable of communicating with upset or frustrated callers and de-escalating situations professionally.

• Respectful and comfortable when engaging with elderly callers.

• Dependable, organized, and adept at accurately following procedures.

• Strong attention to detail and the capability to handle multiple tasks in a fast-paced environment.

• Ability to quickly learn new systems, software, and workflows.

• Proficient in Microsoft Office (Word, Excel, Outlook) and standard business tools (email, spreadsheets, document management).

• Positive attitude with a strong ability to learn and adapt swiftly.

• Capable of understanding and accurately following established processes with minimal supervision.

• Willingness to work during U.S. Eastern Time (New York) business hours and adapt to business needs.

• Interested in long-term career opportunities.

• Access to a reliable computer (Windows 10 or newer), dual monitors, and stable high-speed internet.

🏝️ Benefits

• 100% remote work