On- Call Support

23 hours ago

Manila, National Capital Region, Philippines SallySupport Full time $650 - $750

Home Care Virtual Assistant – On-Call Support (Fri–Sun)

Total Weekly Hours: 32 Hours

Salary: USD

Location: Remote

Role Overview

This role provides weekend and after-hours on-call support to ensure smooth operations. The Home Care Virtual Assistant will act as the main point of contact for caregivers, clients, and families throughout the weekend, addressing urgent scheduling needs, call-outs, and offering compassionate customer service.

Key Responsibilities

On-Call & Phone Support

  • Serve as the primary on-call contact Friday evening through Sunday.
  • Answer incoming calls promptly with professionalism, empathy, and clarity.
  • Provide real-time support to caregivers for late arrivals, call-outs, or issues during shifts.

Scheduling & Shift Coverage

  • Manage last-minute scheduling changes and coverage to avoid missed shifts.
  • Reassign or locate replacement caregivers quickly to maintain continuity of care.
  • Send reminders to caregivers to clock in/out to maintain accuracy for EVV and billing.

Caregiver & Client Support

  • Communicate warmly, respectfully, and patiently—especially when speaking with elderly or disabled clients and their families.
  • Support caregivers with shift or scheduling questions and follow up where needed.

Administrative & HR Support

  • Document call-outs, shift changes, unresolved issues, and weekend activity clearly.
  • Maintain and update information sheets for internal use.
  • Prepare a concise weekend handover summary for the office team each Monday.

Systems & Tools

  • Use HHAeXchange for scheduling, notes, and updates (training provided).
  • Maintain accurate logs and documentation throughout each shift.

Qualifications & Skills

  • Fluent English with strong verbal and written communication skills and excellent phone etiquette.
  • Experience in home care, healthcare, customer support, scheduling, or call center work strongly preferred.
  • Ability to remain calm, compassionate, and solution-focused under pressure or urgent situations.
  • Tech-savvy and able to quickly learn HHAeXchange and related systems.
  • Strong organizational, multitasking, and problem-solving abilities.
  • Reliable, independent, and able to work with minimal supervision.
  • Previous experience with HHAeXchange is an asset but not required.

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