On Call Coordinator

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Niles, IL, US

7 days ago Requisition

Salary Range: $18.00 To $20.00 Hourly

SERENITY HOME HEALTHCARE INC.

On-Call Coverage/Weekend Coverage/ Bilingual

Operations

Director of Operations / Operations Leadership

Part-Time / Rotating Coverage

60 scheduled hours per two-week rotation

The payroll/workweek runs Sunday through Saturday.

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.

• 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.

The primary On-Call Coordinator may be responsible for supporting all branches and regions , regardless of where the call or message originates.

• Actively monitor the assigned Axis Care 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.

Dashboard coverage is an active responsibility and not simply monitoring the system .

When a caregiver calls off, the Coordinator is expected to:

• Document the call-off.
• Confirm the affected client and scheduled hours.
• Attempt to identify an appropriate replacement .
• Document all restaffing attempts.
• Confirm whether the visit was covered.
• Notify the appropriate branch of any unresolved staffing need .

A call-off should not simply be documented and left unresolved when reasonable restaffing efforts can be made.

• Follow Serenity Home Healthcare's approved EVV procedures.
• Assist with approved EVV and clock-in/clock-out issues.
• Do not arbitrarily alter caregiver clock-in or clock-out times.
• 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 escalation safety concerns immediately.
• Maintain professional communication with clients, caregivers, branch staff, and leadership.

• Client safety or emergencies.
• Abuse, neglect, or exploitation concerns.
• Serious caregiver misconduct.
• Critical or repeated unstaffed visits.
• Situations outside the Coordinator's authority.
• Any matter requiring management intervention.

All actions taken during on-call and weekend coverage must be documented accurately.

Important messages should include, when applicable:

• Date and time.
• Caller.
• Client.
• Branch.
• Issue or concern .
• Person notified.
• Follow-up required .

Before the end of the coverage period, unresolved matters must be properly…