On Call Coordinator

Serenity Home Health Care•Niles, IL

1d•$18 - $20•Remote

About The Position

The On-Call Coverage/Weekend Coverage Coordinator is responsible for providing timely operational support to clients, caregivers, and branch teams outside of regular office hours and throughout the weekend. This position provides active coverage for caregiver call-offs, urgent client and caregiver concerns, staffing needs, dashboard monitoring, missed visits, approved EVV-related issues, documentation, escalation, and communication with branch leadership. This is an active working coverage position. The Coordinator is expected to remain available, responsive, and actively perform assigned responsibilities throughout scheduled coverage hours. The position follows a rotating two-week schedule totaling 60 scheduled hours per two-week cycle.

Requirements

Bilingual
Remain available throughout the scheduled coverage period.
Respond promptly to calls, messages, and dashboard alerts.
Actively work assigned issues rather than simply documenting them.
Make reasonable efforts to resolve staffing concerns.
Maintain accurate and timely documentation.
Follow all approved EVV procedures.
Communicate appropriately with branch management and Operations leadership.
Complete required handoffs before the end of the assigned shift.
Maintain confidentiality and professionalism at all times.
Follow all Serenity Home Healthcare policies and procedures.

Nice To Haves

The primary On-Call Coordinator may be responsible for supporting all branches and regions, regardless of where the call or message originates.
Dashboard coverage is an active responsibility and not simply monitoring the system.
A call-off should not simply be documented and left unresolved when reasonable restaffing efforts can be made.
Do not arbitrarily alter caregiver clock-in or clock-out times.

Responsibilities

Answer caregiver and client calls and messages during assigned coverage hours.
Respond promptly to after-hours staffing and service-related concerns.
Handle caregiver call-offs and make reasonable attempts to secure appropriate replacement coverage.
Confirm the affected client, scheduled hours, and staffing needs.
Document all call-offs and restaffing attempts.
Confirm whether the affected visit was successfully covered.
Communicate unresolved staffing needs to the appropriate branch.
Address urgent client and caregiver concerns.
Escalate matters outside the Coordinator's authority to the appropriate manager.
Actively monitor the assigned AxisCare dashboard throughout the scheduled shift.
Follow up on missed visits and other dashboard alerts.
Contact caregivers and clients as needed.
Make reasonable restaffing attempts for uncovered visits.
Update visit memos and required documentation.
Communicate unresolved matters to the appropriate branch.
Document actions taken and outcomes.
Escalate critical or unresolved issues when necessary.
Follow Serenity Home Healthcare's approved EVV procedures.
Assist with approved EVV and clock-in/clock-out issues.
Follow approved procedures for telephony and EVV corrections.
Ensure required explanations, memos, and documentation are completed.
Communicate unresolved EVV issues to the appropriate branch.
Ensure EVV-related concerns are properly documented for follow-up.
Respond professionally to client and caregiver concerns.
Address urgent service-related issues promptly.
Provide appropriate support within the scope of the position.
Recognize and escalate safety concerns immediately.
Maintain professional communication with clients, caregivers, branch staff, and leadership.
Immediately escalate matters involving client safety or emergencies, abuse, neglect, or exploitation concerns, serious caregiver misconduct, significant client complaints, critical or repeated unstaffed visits, situations outside the Coordinator's authority, or any matter requiring management intervention.
Document all actions taken during on-call and weekend coverage accurately.
Ensure all unresolved matters are properly handed off before the end of the coverage period.