On Call Home Care Scheduler

*This is a remote role but training is in office.*

The On-Call Coordinator manages and coordinates in-home care services during assigned on-call rotations, primarily on early mornings, weeknights, weekends and major holidays. This role ensures continuity of care by serving as the primary point of contact for clients, caregivers, and families outside of standard office hours. The On-Call Coordinator responds to scheduling needs, resolves issues, and supports both client and caregiver satisfaction through timely communication, sound judgment, and adherence to Right at Home policies and procedures.

Repeating 28-day rotation: 7 days on, 7 off, 7 on, 3 off, a 2-day weekend peak shift, 2 off. Shifts include evenings, overnights, weekends, and holidays; all work performed remotely. Schedule subject to change based on business needs. Holidays fall indiscriminately on the schedule and must be covered or traded. Schedule is subject to change at any time.

KEY RESPONSIBILITIES

• Serve as the primary point of contact for clients, caregivers, and families during assigned on-call hours.

• Answer all incoming on-call calls and respond promptly and professionally.

• Support continuity of care and caregiver utilization by prioritizing consistent, appropriate matches during on-call scheduling.

• Track caregiver availability and manage unfilled shifts.

• Address and resolve missed clock-ins/clock-outs and other scheduling discrepancies.

• Respond to and manage client or caregiver issues, concerns, or emergencies during on-call hours.

• Perform caregiver and client warm handoffs and introductions as appropriate.

• Maintain accurate documentation of client and caregiver interactions, service changes, and resolutions.

• Communicate significant issues, trends, or updates to the administrative team by preparing and submitting a written report following the on-call period.

• Ensure compliance with company policies, procedures, and applicable regulations.

• Support overall client and employee satisfaction through professionalism, empathy, and problem-solving.

• Provide back-up support to office staff on an as-needed basis.

• Make independent, time-sensitive decisions within established guidelines to resolve on-call issues and escalate concerns appropriately when needed.

• Uphold and model Right at Home’s mission to improve the quality of life for those we serve, demonstrating empathy, professionalism, and respect in every interaction.
  

ESSENTIAL FUNCTION

The essential functions of this position include, but are not limited to, responding to on-call communications, coordinating caregiver schedules, resolving issues independently, documenting actions taken, and escalating concerns appropriately. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Additional (non-essential) Functions

• Other general office and clerical functions.

• Other duties assigned by the Owner/Operations Manager.

• Work as a caregiver in case of staffing emergency.
  

EDUCATION AND SKILLS

• High school diploma or equivalent required; two years of related business or administrative experience preferred.

• Prior experience with direct care, caregiving, or CNA/PCA certification is a plus.

• Strong verbal and written communication skills, including excellent telephone etiquette.

• Ability to work independently and exercise sound judgment in time-sensitive situations.

• Strong organizational and problem-solving skills.

• Basic computer proficiency, including Microsoft Office and scheduling systems.

• Ability to read, write, speak, and understand English as required for the position.

• Commitment to always maintaining confidentiality and professionalism.
  

AVAILABILITY

• Must be available during assigned on-call rotations, including weekends, holidays, and occasional weekdays as determined by business needs.

• You must have a reliable phone and internet access during on-call hours.
  

WORKING ENVIRONMENT

• Primarily remote work environment during on-call hours.

• Travel may be required on a limited basis, averaging up to 15% of work time.