Night Call Phone Attendant

Description: **Job Description Night Call Phone Attendant Position Summary** The Night Call Phone Attendant serves as the first point of contact for families, hospitals, nursing facilities, and community partners after business hours. This role requires compassion, professionalism, accuracy, and calm decision\-making during highly emotional situations. The Night Call Phone Attendant is responsible for gathering essential information, initiating first\-call procedures, dispatching removal personnel when required, and ensuring seamless communication with on\-call directors and management. This position is critical to maintaining the trust, dignity, and service excellence of the organization. **Work Schedule** * Overnight hours (typically 5:00 PM – 8:00 AM, weekends and holidays included) * May be remote or on\-site depending on company structure * Must be available and responsive for the entire scheduled shift **Key Responsibilities First Call Intake** * Answer all incoming after\-hours calls promptly and professionally * Provide compassionate guidance to grieving families * Collect accurate and complete first\-call information * Verify legal next of kin and authorization details * Document all information clearly in case management software **Coordination \& Dispatch** * Notify and dispatch removal personnel in a timely manner * Communicate with on\-call funeral directors regarding new cases * Coordinate with hospitals, nursing homes, coroners, and hospice staff * Ensure timely response in accordance with company standards **Documentation \& Reporting** * Enter complete and accurate call notes * Log times, locations, and special instructions * Escalate urgent or unusual situations to management * Prepare morning summary reports for leadership **Customer Experience** * Maintain calm, empathetic tone at all times * De\-escalate emotionally heightened situations * Represent the organization with professionalism and dignity * Protect confidentiality and HIPAA compliance **Compensation** * Hourly wage (based on experience) * Overnight differential (if applicable) * On\-call stipend (if structured as availability pay) Requirements: **Required Qualifications** High school diploma or equivalent * Strong verbal communication skills * Ability to remain calm under pressure * Basic computer and data entry proficiency * Reliable internet and phone access (if remote) * Ability to work independently overnight **Preferred Qualifications** * Experience in funeral service, healthcare, hospice, or call center environments * Knowledge of mortuary removal procedures * Familiarity with case management software * Understanding of chain\-of\-command communication **Core Competencies** * Compassion and emotional intelligence * Accuracy and attention to detail * Sound judgment and discretion * Professional communication * Reliability and accountability * Confidentiality and ethical conduct **Physical \& Work Requirements** * Extended periods of sitting * Continuous phone and computer use * Ability to remain alert and responsive overnight * Ability to handle emotionally sensitive conversations **Performance Expectations** Success in this role is measured by: * Accuracy of first\-call documentation * Timely dispatch and communication with all calls that come in * Professional tone and family feedback * Minimal errors requiring follow\-up correction * Reliability and shift coverage