On Call Coordinator

SALMON Health and Retirement; Milford (MA); On-site; USD 344,000 - 413,000; Full time

Job summary

SALMON Homecare and Hospice in Milford, MA is seeking an On-Call Coordinator to provide responsive after-hours staffing and operational support for the Private Care agency. You will serve as the primary point of contact for caregivers, clients, families, and other parties when time-sensitive issues arise after hours.

You will respond to call-outs, assist with urgent staffing needs, communicate schedule changes, document after-hours activity, and escalate client care or safety concerns to

Qualifications

• High school diploma or equivalent required with preferred associate degree.
• Experience in home care, healthcare staffing, scheduling, or customer service preferred.
• Strong communication and problem-solving skills are essential.
• Ability to prioritize multiple calls and staffing needs independently.

Responsibilities

• Serve as the primary after-hours contact for Private Care staff, clients and families.
• Respond promptly to calls, texts, and other approved communications.
• Manage caregiver call-outs and secure replacement coverage for shifts.
• Contact available caregivers to identify coverage for urgent staffing needs.
• Communicate schedule changes to caregivers, clients, families, and staff.
• Escalate clinical concerns and urgent events to appropriate management.
• Document after-hours activity and maintain HIPAA compliance.

Skills

Communication

Organization

Problem solving

Time management

Attention to detail

Education

High school diploma or equivalent

Associate degree preferred

Tools

Scheduling software

Electronic communications

Email & mobile tech

Job description

Job Category: General Admin / Office Support

Requisition Number: ONCAL001270

• Pay or shift range: $250 USD to $300 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Locations

Showing 1 location

SALMON Homecare and Hospice
37 Birch Street
Milford, MA 01757, USA

Description

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, clients, families, and other appropriate parties 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.

Essential Duties and Responsibilities

• Serve as the primary after-hours contact for Private Care staff, clients, and families during assigned on-call periods.
• Answer and respond promptly to incoming calls, texts, and other approved communications.
• Manage caregiver call-outs and work to secure replacement coverage for open or uncovered shifts.
• Contact available caregivers to identify coverage for urgent staffing needs.
• Communicate schedule changes and coverage updates to caregivers, clients, families, and appropriate agency personnel.
• Address time-sensitive scheduling concerns that cannot reasonably wait until normal business hours.
• Identify situations requiring clinical review and promptly elevate 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.
• Perform other after-hours coordination duties as assigned.

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.

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
• 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.