**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***
Job Title: On-Call 24/7 Answering Service Agent
Rate: PHP 156.25 (there will be salary appraisal depending on performance.)
Work Type:
Working Hours: US Hours
- Rotational or fixed on-call shifts, including nights, weekends, and holidays
- Availability to cover extended hours during emergencies, holidays, or staffing shortages as needed.
Start Date: June 1, 2026
JOB OVERVIEW:
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 precision.
JOB ROLE & RESPONSIBILITIES:
Call Handling & Communication
- Answer inbound calls promptly and professionally during assigned on-call shifts (nights, weekends, holidays).
- Identify caller needs accurately, including emergencies, caregiver call-outs, client concerns, or general inquiries.
- Follow client-specific scripts, escalation paths, and decision trees without deviation.
- Communicate clearly, calmly, and empathetically with clients, caregivers, and stakeholders.
On-Call & Escalation Management
- Notify on-call managers, schedulers, or supervisors within defined SLA timeframes (e.g., within 5 minutes for urgent matters).
- Escalate unresolved or time-sensitive issues via required channels (SMS, phone call, system notification).
- Persist with follow-ups until confirmation is received when required by protocol.
- Ensure assignments are escalated appropriately when caregivers decline or are unavailable.
Documentation & Systems
- Accurately log all calls, actions taken, and outcomes in the designated CRM, ticketing, or scheduling systems.
- Maintain complete and concise call notes, including timestamps, names, and actions.
- Update records in real time to ensure operational continuity.
Compliance & Quality
- Adhere strictly to HIPAA and data privacy requirements where applicable.
- Maintain confidentiality of all client, patient, and business information.
- Meet quality standards for accuracy, response time, and professionalism.
- Participate in coaching, training, and quality reviews as required.
JOB REQUIREMENTS:
Required Qualifications
- Minimum 1–2 years of experience in a call center, answering service, healthcare support, or on-call environment.
- Strong verbal and written English communication skills.
- Ability to remain calm and decisive in high-pressure or emergency situations.
- High attention to detail and strong documentation skills.
- Comfortable working overnight, weekend, and holiday shifts.
- Reliable internet connection, computer, headset, and backup power/internet solution (for remote roles).
- Having scheduling experience is a plus
Preferred Qualifications
- Experience 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 sound judgment.
Key Competencies
- Reliability and accountability
- Time sensitivity and urgency awareness
- Process adherence
- Empathy and professionalism
- Multitasking and prioritization
- Clear escalation judgment
Work Schedule
- Rotational or fixed on-call shifts, including nights, weekends, and holidays.
- Availability to cover extended hours during emergencies, holidays, or staffing shortages as needed.
Performance Metrics
- Call answer time and responsiveness
- Accuracy and completeness of documentation
- Adherence to escalation timelines
- Client satisfaction and quality scores
- Attendance and schedule adherence
