Overnight Care Coordinator

Dialogue; Canada; On-site; CAD 48,000 - 72,000; Full time

Benefits offered by this job

App-based support

RRSP matching

Referral bonuses

Incentive programs

Job summary

Dialogue is the #1 virtual care provider in Canada, seeking an Overnight Care Coordinator to ensure continuity of care during off-hours. You will be the first point of contact for members, coordinating non-clinical needs and ensuring accurate transfer of clinical concerns to the appropriate teams.

This role requires excellent communication, high reliability, and the ability to juggle multiple files with autonomy in a rapidly changing environment.

Qualifications

• Proven track record of success and a clear preference for working exclusively on the overnight shift.
• Excellent communication skills and exemplary composure, even under pressure.
• Sharp judgment and escalation discipline, with an ability to prioritize files effectively.
• High reliability, autonomy, and the ability to manage multiple files simultaneously.
• Proficiency in documentation tools and adherence to confidentiality requirements.
• Adaptability in a rapidly evolving operational environment.

Responsibilities

• Respond to member inquiries via chat and phone with professionalism and empathy, while managing expectations regarding timelines.
• Coordinate non-clinical care needs, including navigation and follow-ups, while ensuring complete and accurate documentation.
• Identify urgent situations or those requiring clinical escalation and route requests to the appropriate teams according to established protocols.
• Ensure high-quality shift transfers, highlighting priority cases and pending actions to maintain continuity of care.
• Execute operational administrative tasks rigorously, maintaining strict confidentiality of health information.

Skills

Communication skills

Empathy

Coordination

Documentation

Confidentiality

Escalation discipline

Autonomy

Multi-tasking

Job description

Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.

When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on:

• Impact


• Community


• Growth

Feel like you can make a difference? Good news, we saved you a seat!

Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact [e-mail].

AI Disclosure Statement

To ensure an efficient and fair review process, we utilize artificial intelligence tools to assist in the initial screening and assessment of applicants for this role.

Dialogue only contacts candidates through official @dialogue.co email addresses. We never request payment, gift cards, or personal financial information at any stage of hiring, and we never extend an offer without a structured interview process. All open roles are listed exclusively at dialogue.co/en/careers. If you receive a suspicious communication claiming to be from Dialogue, do not respond — report it to [e-mail] and verify the role on our official careers page.

Your role as Overnight Care Coordinator

Reporting to Nicolas Beaudry, Manager, Care Coordination you will contribute to ensuring smooth continuity of care by acting as a reliable first point of contact during off-hours. You will support members by coordinating non-clinical needs, managing follow-ups, and ensuring the efficient transfer of clinical concerns to appropriate teams with professionalism and accuracy.

Your responsibilities

• Respond to member inquiries via chat and phone with professionalism and empathy, while managing expectations regarding timelines.


• Coordinate non-clinical care needs, including navigation and follow-ups, while ensuring complete and accurate documentation.


• Identify urgent situations or those requiring clinical escalation and route requests to the appropriate teams according to established protocols.


• Ensure high-quality shift transfers, highlighting priority cases and pending actions to maintain continuity of care.


• Execute operational administrative tasks rigorously, maintaining strict confidentiality of health information.

We would love to meet you if you possess

• A proven track record of success and a clear preference for working exclusively on the overnight shift


• Excellent communication skills and exemplary composure, even under pressure.


• Sharp judgment and escalation discipline, with an ability to prioritize files effectively.


• High reliability, autonomy, and the ability to manage multiple files simultaneously.


• Proficiency in documentation tools and adherence to confidentiality requirements.


• Adaptability in a rapidly evolving operational environment.

At Dialogue, your well-being is our priority.

Taking care of others also means taking care of our team! Depending on your role and employment status, you may have access to the following benefits:

• Access to the Dialogue app and virtual mental health support for you and your family


• Incentive programs, referral bonuses, and RRSP matching