Scheduler / On-Call

Company: Ascension Business Solutions LLC
Work Setup: Remote (Full-Time)
Schedule: U.S. Business Hours (Graveyard Shift – PH Time)
Compensation: Competitive compensation package starting at ₱30,000 - ₱45,000 commensurate with experience and role alignment
Role Overview:
The Scheduler / On-Call Virtual Assistant is responsible for supporting caregiver scheduling operations and after-hours communications to ensure continuity of care and timely issue resolution. This role acts as a first-line operational support, following documented procedures to manage schedules, respond to urgent needs, and escalate issues appropriately.
This position does not operate independently or make clinical or policy decisions. Success is driven by accuracy, responsiveness, calm communication, and strict adherence to scheduling protocols and escalation paths.
Work Schedule - This role may include one or both of the following, depending on assignment and business needs:
Scheduler Coverage: Regular business hours aligned with U.S. time zones
On-Call Coverage: After-hours support, including evenings, overnights, weekends, and holidays
Coverage may be rotational or assigned based on team structure
Core Responsibilities
1. Scheduling & Coverage Management
Review daily and future schedules and update assignments in client-approved scheduling platforms such as WellSky, AxisCare, AlayaCare, SwyftOps, or similar systems.
Monitor shift coverage to ensure all visits are assigned, confirmed, and properly staffed.
Manage call-offs, cancellations, and last-minute schedule changes following established protocols.
Offer open shifts to pre-approved caregivers and confirm replacements.
Track attendance concerns, missed clock-ins/clock-outs, scheduling discrepancies, and document all actions for handoff to daytime staff or management.
2. After-Hours Communication & Escalation
Respond promptly and professionally to calls, texts, and emails from caregivers, clients, and internal staff.
Communicate approved schedule changes, updates, and instructions accurately.
Follow escalation procedures for staffing shortages, client concerns, safety issues, and urgent operational matters.
Maintain professionalism, calm communication, and composure during time-sensitive or high-pressure situations.
Ensure urgent concerns are routed to the appropriate contact or leadership based on established protocol.
3. Documentation & Reporting
Record incidents, updates, and resolutions in the designated CRM, tracker, or communication system.
Prepare clear End-of-Shift or End-of-Day reports covering coverage gaps, escalations, and unresolved items.
Maintain complete and accurate documentation for visibility, accountability, and follow-up.
Ensure all reports and trackers are updated before handoff to daytime staff or management.
Follow HIPAA, company privacy standards, and documentation requirements at all times.
4. Caregiver & Client Support
Provide caregivers with documented visit details, schedules, and client-specific instructions.
Assist caregivers with basic scheduling or timekeeping issues within approved scope.
Respond to client inquiries with empathy, clarity, and professionalism.
Support continuity of care by following coverage and escalation procedures.
Communicate only approved information and ensure concerns are properly documented or escalated.
5. Administrative & Coordination Support
Organize after-hours communications, reports, and updates for a smooth daytime handoff.
Update client and caregiver records accurately in scheduling systems.
Support scheduling, recruitment, or administrative tasks as assigned and documented.
Maintain organized trackers, logs, and communication records for operational visibility.
Coordinate with internal teams as needed to support timely follow-up and service continuity.
Qualifications:
Graduate of a 4-year course or a Bachelor’s degree
Excellent English communication skills (written and verbal)
Strong attention to detail, follow-through, and time management
Ability to work independently while following structured processes and SOPs
Familiarity with Google Workspace, Microsoft Office, Slack, and similar tools
Willing to work an 8-hour graveyard shift - PH Time, aligned with U.S. business hours
Stable internet connection (Minimum of 100MBPS for Download Speed; Minimum of 50MBPS for Upload speed) and reliable computer equipment (Minimum of Intel Core i5 or equivalent with minimum 8GBs of RAM) - With backup device.
Preferred (but not required)
Experience in administrative support, customer service, healthcare support, or operations
Familiarity with EMRs, scheduling tools, or productivity platforms
(Specific software experience is not guaranteed unless contractually required by the client)
Training & Performance Expectations
All Virtual Assistants undergo structured onboarding and role-based training

Employment type
Full-Time

Work arrangement
Yes