Overnight Operations Coordinator

About the Role:

As an Overnight Operations Coordinator, you play a critical frontline role ensuring that care delivery remains seamless, responsive, and compassionate — even under pressure. You’ll handle real-time staffing coordination, same-day scheduling changes, and urgent communication between clients, families, and Care Pros.

This is a remote role. Depending on your preference the schedules available are below.

• Sunday -Thursday 9pm to 5:30am Central Time
• Tuesday - Saturday 9pm to 5:30am Central Time

As part of onboarding, your first 8 weeks would be working a day time schedule of either Sunday - Thursday 8-5pm Central or Tuesday - Saturday 8-5pm Central before transitioning to the overnight schedule.

Why you’ll love this role:

You’ll be joining a purpose-driven team that blends empathy with operational excellence — keeping clients safe, Care Pros supported, and the system running smoothly. You’ll gain exposure to national-scale care delivery logistics, advance your operational skill set, and contribute directly to the mission of transforming aging. With opportunities to grow into more senior roles focused on Client Management, Care Pro Relationship Management, Care Pro Recruiting, and Care Pro HR.

As an Operations Coordinator at Honor, you provide:

• Same-Day Staffing & Coordination: Ensure timely and accurate caregiver scheduling to meet client needs and preferences, especially during same-day changes or emergencies.
• Real-Time Communication & Support: Serve as the first point of contact for urgent client and family needs. Respond promptly to time-sensitive situations, providing clear updates and empathetic support.
• Task Execution: Execute operational tasks including check-ins, staffing activities, and managing inbound communications in alignment with established workflows and policies.
• Issue Resolution: Address service delivery challenges with urgency and professionalism, ensuring the best experience for clients and Care Pros.
• Documentation & Compliance: Accurately record client updates, staffing changes, and escalations, maintaining regulatory and company documentation standards.
• Communication & Escalation Management: Deliver critical updates to owners, clients, families, and Care Pros—tailoring messages by audience, tone, and communication preferences to ensure clarity and understanding.

We’re looking for you to bring:

• 3+ years of experience in customer service or operations in a healthcare, staffing, or call center environment
• Hands-on experience handling real-time scheduling, dispatch, or triage
• Demonstrated tech fluency, with comfort navigating multiple platforms (CRM, EMR, or workforce management tools)
• Strong written and verbal communication skills; skilled in de-escalation and empathy
• Reliable attendance and commitment to full participation in training and ongoing shifts
• Consistent tenure and accountability in previous roles — you take ownership and follow through

Key Performance Indicators for this role:

• Phone Answer Rate
• Task Acceptance Rate
• Time Available for Tasks
• Time Available for Calls

Leadership Principles in Action as Operations Coordinator:

Honor’s Leadership Principles are the foundation of translating our mission into action. These principles define how we show up and make decisions, and how we hire, develop and grow talent. While Honor has 13 leadership principles, the following are particularly relevant to this role:

• Are Mission First: Leaders demonstrate a genuine passion for our mission. They prioritize decisions and activities that move the mission forward.
• Relentlessly Focus on Clients: Leaders always start with the client and work backwards. They are maniacally focused on creating solutions that lead to better care for our clients.
• Always Push: Leaders set a high bar for themselves and others. They know that mediocrity isn't an option; they set ambitious goals, always strive for better, and commit to delivering top-notch service and outcomes.

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