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Job Title: On-Call 24/7 Answering Service Agen

tRate: PHP 156.25 (there will be salary appraisal depending on performance.

)Work Type

:Remote/WF
HFull-tim

eWorking Hours: US Hour

sRotational or fixed on-call shifts, including nights, weekends, and holiday
sAvailability to cover extended hours during emergencies, holidays, or staffing shortages as needed

.Start Date: June 1, 202

6

JOB OVERVI

EW:
The On-Call 24/7 Answering Service Agent is responsible for professionally handling inbound calls outside of standard business hours, ensuring urgent matters are addressed promptly, accurately, and in accordance with client-specific protocols. This role is critical in supporting healthcare, home care, and service-based clients by managing emergencies, dispatching on-call staff, relaying messages, and documenting all interactions with precis

ion.
JOB ROLE & RESPONSIBILI

TIES:Call Handling & Communic

ationAnswer inbound calls promptly and professionally during assigned on-call shifts (nights, weekends, holid
ays).Identify caller needs accurately, including emergencies, caregiver call-outs, client concerns, or general inqui
ries.Follow client-specific scripts, escalation paths, and decision trees without devia
tion.Communicate clearly, calmly, and empathetically with clients, caregivers, and stakehol

ders.
On-Call & Escalation Mana

gementNotify on-call managers, schedulers, or supervisors within defined SLA timeframes (e.g., within 5 minutes for urgent mat
ters).Escalate unresolved or time-sensitive issues via required channels (SMS, phone call, system notifica
tion).Persist with follow-ups until confirmation is received when required by pro
tocol.Ensure assignments are escalated appropriately when caregivers decline or are unavai

lable.
Documentation &

SystemsAccurately log all calls, actions taken, and outcomes in the designated CRM, ticketing, or scheduling s
ystems.Maintain complete and concise call notes, including timestamps, names, and a
ctions.Update records in real time to ensure operational cont

inuity.Compliance &

QualityAdhere strictly to HIPAA and data privacy requirements where appl
icable.Maintain confidentiality of all client, patient, and business infor
mation.Meet quality standards for accuracy, response time, and professio
nalism.Participate in coaching, training, and quality reviews as re

quired.

JOB REQU

IREMENTS:
Required Qual

ificationsMinimum 1–2 years of experience in a call center, answering service, healthcare support, or on-call en
vironment.Strong verbal and written English communicati
on skills.Ability to remain calm and decisive in high-pressure or emergency s
ituations.High attention to detail and strong documentati
on skills.Comfortable working overnight, weekend, and holid
ay shifts.Reliable internet connection, computer, headset, and backup power/internet solution (for remo
te roles).Having scheduling experience

is a plus
Preferred Qua

lificationsExperience supporting healthcare, home care, hospice, or staffing/scheduling
operations.Familiarity with scheduling systems (e.g., AxisCare or similar
platforms).Experience working with VOIP systems, SMS-based escalation, or on-call dispatch
workflows.Demonstrated ability to follow strict SOPs while exercising soun

d judgment.
Key

CompetenciesReliability and ac
countabilityTime sensitivity and urgen
cy awarenessProce
ss adherenceEmpathy and pro
fessionalismMultitasking and pr
ioritizationClear escalat

ion judgment

Work ScheduleRotational or fixed on-call shifts, including nights, weekends,
and holidays.Availability to cover extended hours during emergencies, holidays, or staffing shortag

es as needed.
Perfo

rmance MetricsCall answer time and
responsivenessAccuracy and completeness of
documentationAdherence to escala
tion timelinesClient satisfaction and
quality scoresAttendance and sche

dule adherence