On-Call 24/7 Answering Service Agent

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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