Healthcare/Medical Support Coordinator (On-Call)

Role Brief

The On Call Coordinator will provide remote after-hours operational support to a 24/7 NDIS disability services operation. The role will act as an escalation point for Disability Support Workers (DSWs) who require assistance outside standard business hours when issues arise with customers.

The role is focused on managing escalations, providing appropriate support and follow-through, and ensuring clear communication and handover across the after-hours operation. The successful candidate will need to remain calm under pressure, communicate confidently in English, exercise sound judgement, and know when matters need to be escalated further.

The role requires someone comfortable working independently during overnight hours. Medical/healthcare knowledge is important, while direct NDIS experience is advantageous but can be developed through training.

This is not a traditional administrative or data-entry position. The focus is on after-hours escalation management, communication, decision-making, and operational continuity.

Key Role Deliverables

• Act as an after-hours escalation point for Disability Support Workers supporting NDIS customers.
• Respond to incoming calls and escalations during assigned overnight/on-call periods.
• Listen to and assess the nature of the issue raised by the DSW.
• Provide appropriate guidance and support within the scope of the role and established processes.
• Exercise sound judgement when determining the appropriate next steps.
• Escalate matters to the appropriate senior stakeholder, including Managing Directors, when required.
• Follow through on escalations to ensure matters are appropriately addressed and not left unresolved.
• Maintain clear and accurate handover notes for relevant team members and the next shift.
• Communicate relevant information clearly and professionally across Teams and other business systems.
• Maintain appropriate documentation relating to escalations and actions taken.
• Support continuity of the 24/7 operation during overnight and weekend coverage.
• Follow established procedures, escalation pathways, and client/customer support protocols.
• Maintain confidentiality and professionalism when handling sensitive customer and operational information.
• Use Dynamics 365 and Microsoft Teams as required.
• Work independently during overnight periods while maintaining appropriate communication with the wider team.
• Identify matters requiring further attention and ensure appropriate follow-through or handover.

Education Requirement

Relevant qualification, training, or professional background in Healthcare, Nursing, Disability, Community Care, Allied Health, or a related field is preferred.

Minimum Years of Experience in similar role

2–3 years of relevant experience in healthcare, medical, disability, care coordination, clinical support, customer escalation, or a similar environment is preferred.

Experience working in an after-hours, overnight, on-call, or escalation-based role is highly regarded.

Direct NDIS experience is advantageous but can be trained.

Technical System Experience

• Strong general computer and digital systems proficiency.
• Microsoft Teams experience.
• Dynamics 365 experience is advantageous.
• Comfortable working across multiple systems while managing live escalations.
• Able to document clear and accurate handover notes.
• Comfortable learning new systems and following established workflows.
• Experience with healthcare, disability, care management, or customer management systems is advantageous.

Behavioural Competencies

• Calm under pressure and able to remain composed during escalations.
• Strong verbal and written English communication.
• Confident communicating with DSWs and other stakeholders.
• Strong listening and information-gathering skills.
• Good judgement and practical problem-solving ability.
• Strong attention to detail when documenting incidents and handovers.
• Able to communicate information clearly between shifts.
• Empathetic and professional when dealing with sensitive customer situations.
• Adaptable and comfortable working in a 24/7 operational environment.

Must Have Skills / Experience

• Experience in healthcare, medical, disability, care coordination, or a closely related environment.
• Strong verbal and written English communication skills.
• Demonstrated ability to remain calm and professional when handling escalations.
• Strong problem-solving and decision-making skills.
• Able to work independently during overnight hours.
• Strong follow-through and ownership of issues.
• Comfortable documenting clear and accurate handover notes.
• Comfortable communicating with multiple stakeholders.
• Willingness and ability to work overnight/night-shift hours.
• Comfortable using digital communication and business systems.
• Able to learn and follow established escalation procedures.