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TYPE OF WORK
Full Time
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SALARY
$550 - $800
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HOURS PER WEEK
TBD
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DATE UPDATED
May 31, 2026
The Remote On-Call Care Coordinator is responsible for providing out-of-hours operational support to a UK domiciliary care service. The role ensures continuity of care by responding to emergency calls, managing staff absences, arranging care cover, updating care systems, and escalating concerns appropriately to the UK management team.
The postholder will act as the first point of contact outside normal office hours for care workers, service users, families, and healthcare professionals, ensuring that all issues are managed professionally, efficiently, and in accordance with company policies.
Key Responsibilities:
On-Call Coordination:
• Answer and manage incoming out-of-hours telephone calls from care staff, service users, relatives, healthcare professionals, and emergency services.
• Monitor and respond promptly to all on-call enquiries.
• Arrange emergency care cover for sickness, absence, missed calls, and unexpected staffing shortages.
• Coordinate replacement care workers to ensure continuity of service delivery.
• Escalate urgent operational issues to the UK-based Duty Manager, Registered Manager, or Director as required.
Staff Support:
• Provide support and guidance to care staff during out-of-hours periods.
• Assist care workers with rota queries and scheduling issues.
• Record staff sickness, lateness, absences, and other workforce issues.
• Maintain professional communication with all staff members.
Service User Support:
• Respond appropriately to service user concerns and requests.
• Liaise with family members regarding service delivery issues where appropriate.
• Ensure all concerns and complaints are documented and escalated in accordance with company procedures.
• Support service users and families with general service enquiries.
I
• Record and report i
• Ensure all i
• Follow company escalation procedures for safeguarding, medication concerns, missed calls, and serious i
• Maintain detailed records of all out-of-hours activities.
System Administration:
• Update electronic care planning and rostering systems.
• Record all call activity, i
• Maintain accurate handover notes for the management team.
• Produce daily or weekly reports as required.
Compliance and Confidentiality:
• Adhere to GDPR and confidentiality requirements at all times.
• Follow company policies, procedures, and quality standards.
• Ensure all service user information is handled securely and professionally.
• Promote safeguarding, dignity, equality, diversity, and person-centred care principles.
What This Role Does NOT Include
The Remote On-Call Care Coordinator must not independently:
• Conduct care assessments.
• Make safeguarding decisions.
• Alter care plans without management approval.
• Make clinical or medication-related decisions.
• Provide professional healthcare advice.
• Act as the Registered Manager or Nominated Individual.
All safeguarding, clinical, and regulatory matters must be escalated to the designated UK-based manager.
Person Specification
• Educated to a good standard.
• Excellent written and spoken English.
• Previous experience in customer service, administration, scheduling, coordination, or healthcare support.
• Experience handling telephone enquiries and problem-solving.
• Experience working remotely.
Skills and Knowledge
• Excellent communication skills.
• Strong organisational and multitasking abilities.
• Ability to remain calm under pressure.
• Strong attention to detail.
• Competent with Microsoft Office and online systems.
• Ability to work independently with minimal supervision.
Technical Requirements
• Reliable high-speed internet connection.
• Quiet home office environment.
• Computer or laptop suitable for business use.
• Backup internet connection preferred.
• Backup power supply preferred.
Desirable
• Experience working within UK health or social care services.
• Experience using care management systems such as:
o Birdie
o Careberry
o Access Care Planning
o CarePlanner
• Understanding of domiciliary care services.
• Experience in rota management or workforce scheduling.
Key Performance Indicators (KPIs)
The postholder will be measured against:
• Call response times.
• Percentage of care calls successfully covered.
• Accuracy of records and handovers.
• I
• Staff and service user satisfaction.
• Escalation compliance.
• System update accuracy.
• Professional communication standards.
Working Hours Example:
Weekdays
• 5:00pm – 10:00pm UK Time
• 7:00am – 9:00am UK Time
Weekends
• 7:00am – 10:00pm UK Time
UK Bank Holidays
• 7:00am – 10:00pm UK Time
