After Hours Care Coordinator

Job Description:

• Monitor the phone line and company chat/texting platform for caregiver call-outs, emergencies, and no-shows
• Source replacement caregivers when shifts cannot be covered
• Ensure vulnerable clients are never left without coverage
• Follow up by phone on call-outs received by text
• Escalate promptly to a manager when replacements cannot be found
• Notify clients of caregiver call-outs and confirm caregiver schedules 1-2 hours before shifts
• Respond to caregiver and client queries within the scope of after-hours support
• Use sound judgement in situations not covered by training, prioritising client safety
• Conduct initial intake calls for prospective clients
• Document interactions accurately and update caregiver schedules in the system
• Prioritise urgent tasks and use quieter periods for administrative catch-up and system familiarisation
• Balance caregiver concerns with client and business needs
• Assist with administrative projects and other after-hours support tasks as needed

Requirements:

• Fluent in English with clear, professional communication skills
• Proven experience in a client-facing support, service, or coordination role
• Strong independent judgement and critical thinking, with comfort handling ambiguity and situations not covered by training
• Calm, decisive communicator who can make a call and direct next steps to caregivers, supervisors, and clients
• Strong multitasking, prioritisation, and organisational skills
• Comfortable working independently with minimal supervision
• Resourceful and able to solve problems effectively under pressure
• Compassionate, dependable, and highly responsible, with the ability to balance empathy with a clear focus on client care
• Ambitious with a strong work ethic
• Full schedule flexibility, including weekends, and adaptability to changing schedules and operational requirements
• Excellent computer and telephone skills
• Previous staffing, scheduling, dispatch, or healthcare/home care industry experience (advantageous)
• Experience working in a largely solo or remote role (advantageous)
• Mandatory fixed fibre line with minimum 25 Mbps upload and download speed and wired Ethernet capability
• Reliable power backup for load shedding or outages

Benefits:

• Compensation for South African public holidays in accordance with the BCEA
• Fully remote work arrangement