National On- Call Coordinator
Job Description
For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes. National On Call Coordinators are members of a team that provide concierge-level afterhours and weekend telephone coverage and scheduling support for multiple locations throughout the US. When handling calls and transactions for specific locations Agents perform as if they are local representatives of those locations. Essential Duties and
Responsibilities
● Managing a variety of inbound tickets with the potential to answer live phone calls ● Deliver exceptional customer service to our caregivers and clients through phone and email correspondence ● Maintain detailed, accurate records of all transactions, interactions and requests ● Resolve tickets by ensuring effective communication, accurate documentation, systems updates and coordination with field teams. ● Accept coaching and feedback from team leaders to foster continuous improvement in your role ● Demonstrate reliability through punctual and consistent attendance ● Always maintain a professional, respectful, and courteous demeanor when interacting with caregivers, clients and coworkers ● Perform other duties as assigned by leadership Benefits for full time employees Medical/Dental/Vision Insurance TouchCare VirtualCare Life Insurance Health Savings Account Flexible Spending Account 401(k) Matching Employee Assistance Program PTO Plan for Non-Exempt Employees Flexible PTO Plan for Exempt Employees Holidays and Floating Holidays Pet Insurance TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. California Residents Only: In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act , TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded. #LI-TKHow to Stand Out
- Highlight your experience with concierge‑level after‑hours support: in your resume and cover letter, list specific call‑center platforms (e.g., RingCentral, Five9) and scheduling tools (e.g., Microsoft Bookings, When I Work) you’ve mastered, and attach a one‑page “Call Flow SOP” you created that reduced average response time by 20 % in a previous role.
- Showcase empathy and crisis management: prepare a 2‑minute “live‑call” demo (recorded via Zoom) where you handle a simulated urgent client request (e.g., a fall alert). Share the video link in your application; interviewers will look for calm tone, clear triage steps, and documentation accuracy.
- Emphasize familiarity with TheKey’s aging‑in‑place model: research the company’s “concierge care” philosophy and cite a concrete example of how you aligned a scheduling decision with a client’s dignity and independence goals—e.g., adjusting a caregiver’s shift to accommodate a client’s preferred bedtime routine.
- Provide measurable outcomes in a mini‑portfolio: include screenshots of a custom dashboard you built in Excel or Google Data Studio that tracks after‑hours call volume, resolution rates, and hand‑off times across multiple locations; annotate how those metrics informed staffing adjustments.
- Prepare for salary negotiation by researching remote‑TX tele‑health coordinator salaries (≈ $62‑$78 k base) and the company’s benefits (tele‑health stipend, professional development). In the interview, state your target range (e.g., $70 k + performance bonus) and tie it to the value you’ll bring—e.g., “My proven 15 % reduction in call escalation will save the team ≈ $15 k annually.”
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