Job Overview

Our client is looking for a vital first point of contact for all incoming calls to a busy healthcare provider, managing urgent queries, coordinating emergency responses, and ensuring seamless communication between carers, families, and management teams. This role puts you at the heart of operations where your responsiveness directly impacts patient care and organizational efficiency. You will triage calls, relay urgent messages to the appropriate departments, and provide critical after-hours support that keeps care delivery running smoothly 24/7.

Client Overview

Our client is a growing UK-based domiciliary healthcare provider delivering essential care services to patients in their homes. They work closely with local councils and coordinate a dedicated team of carers providing round-the-clock support to service users and their families.

Schedule:  Monday - Sunday, 6:00 AM - 10:00 PM UK Time (rotating shifts to provide coverage), with 1 hour unpaid break (40 work hours per week)

Responsibilities

• Answer and triage all incoming calls during your shift, identifying urgent vs. routine matters
• Coordinate emergency responses including ambulance services when carers report patient falls or medical incidents
• Relay time-sensitive messages to registered managers, coordination teams, and finance departments based on call type
• Monitor incoming emails and route urgent communications to appropriate team members
• Provide after-hours support coverage to reduce burden on management during non-business hours
• Maintain detailed call logs and ensure all communications are properly documented
• Serve as the communication bridge between field carers, families, coordinators, and management
• Escalate urgent patient care issues immediately while managing routine queries through established protocols

Requirements

• Proven customer service experience, preferably in healthcare or care coordination environments
• Professional communication skills with the ability to remain calm under pressure
• Strong ability to triage and prioritize urgent vs. non-urgent situations
• Comfortable working independently during off-hours shifts with minimal supervision
• Experience documenting calls and maintaining accurate records
• Ability to work rotating shifts including evenings, weekends, and holidays

Preferred Qualifications

• Bonus if you have experience in domiciliary care, home health, or similar healthcare settings
• It helps if you are familiar with care coordination systems or CRM platforms
• Bonus if you have handled emergency call routing or urgent response coordination
• It helps if you understand UK healthcare terminology and council-funded care services

Why Join This Team

• Work remotely with flexible shift options across a 24/7 coverage model
• Play a critical role in a healthcare organization that directly impacts patient wellbeing
• Join a collaborative team structure with clear escalation pathways and management support
• Receive comprehensive training on company systems, processes, and healthcare protocols
• Stable long-term opportunity with an established and growing healthcare provider
• Be part of a team that values responsiveness and quality patient care above all

Independent Contractor Perks

• Health Insurance Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.