On-Call 24/7 Answering Service Agent

**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:
Remote/WFH
Full-time
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