Administrative On-Call Support Specialist

MOUNTAIN EMPIRE OLDER CITIZENS INC•Big Stone Gap, VA

16h•Onsite

About The Position

This position provides after-hours operational and administrative support to ensure continuity of care for participants. It serves as a central communication and coordination point between participants, families, clinical staff, and external providers. The role is responsible for triaging incoming communications, supporting care coordination, maintaining accurate documentation, and ensuring timely follow-through on urgent and routine after-hours needs.

Requirements

High school graduate or equivalent.
Certified Nursing Assistant (CNA) required.
Working knowledge of medical terminology and basic clinical processes.
Strong organizational, communication, and multitasking abilities.
High attention to detail and documentation accuracy.
Pleasant outgoing personality.
Ability to work independently and make sound judgment decisions.
Ability to interact in a supportive manner with people of all backgrounds.
Ability to work under pressure and handle conflicting demands.
Computer knowledge – Excel and Word - required.
Excellent telephone skills and etiquette.
Must be medically cleared for communicable diseases and have all immunizations up to date before engaging in direct participant contact.
Criminal history records check at hire.
Drug screen at hire.

Nice To Haves

Electronic medical record experience preferred.

Responsibilities

Answer and triage incoming after-hours calls in a professional and timely manner.
Monitor call service platform for messages and respond appropriately.
Route or escalate calls to nursing staff, providers, or other departments as needed.
Communicate effectively with participants, caregivers, hospitals, nursing facilities, pharmacies, and internal staff.
Ensure appropriate follow-up and handoff to the next business day team.
Assist with coordination of care in collaboration with the on-call nurse and provider.
Support transitions of care including: hospital/nursing facility admissions and discharges.
Notify appropriate team members and assist with scheduling follow-up visits.
Communicate updates to participants, caregivers, and care teams as appropriate.
Enter timely, accurate, and complete documentation in the electronic health record (EHR).
Document all calls, actions taken, and communications.
Maintain and update the On-Call Universe (OCU) log in accordance with regulatory standards.
Distribute and update the on-call schedule including real-time changes.
Modify clinical schedule as necessary based on after-hours needs.
Support medication coordination through confirmation of orders, communication with pharmacy, monitoring of prescription status.
Assist with transmission and confirmation of orders to external facilities.
Monitor hospitalizations and provide updates as needed.
Track and report significant participant events, changes in condition, or operational concerns.
Communicate critical updates to leadership and interdisciplinary team members.
Prepare summary information for next-day reporting.
Is courteous, polite and helpful to participants, staff, and the public.
Participates in staff meetings and in-service training sessions as required.
Performs other duties as required.