After Hours Associate

Work Location: This is a remote role with required on-site training at a local branch office. Candidates must reside with in of the Albuquerque, New Mexico area. Work Hours: Overnight and weekends The Afterhours Associate serves as a critical point of contact for Angels of Care outside of standard business hours, providing timely, professional, and compassionate support to patients, families, and internal teams. This role supports evening, overnight, and weekend operations by managing inbound calls, resolving issues in real time, and ensuring accurate communication and documentation. The Afterhours Associate prioritizes first-call resolution, follows established escalation processes to address scheduling and coverage needs, and ensures a seamless handoff of unresolved matters at the end of each shift to maintain continuity of care and operational excellence. In this role, you will: Remain available and engaged for the full duration of your scheduled shift. Answer and manage inbound calls as they are received. Return missed calls and voicemails within 15 minutes. Deliver excellent customer service to patients, families, and internal team members. Resolve issues in real time whenever possible, including documenting interactions, updating schedules, and notifying impacted teams. Accurately document all patient-related interactions immediately. Coordinate coverage needs by following established escalation processes. Transition open issues clearly and thoroughly at the end of your shift. Qualifications: High school diploma or equivalent Excellent communication and organizational skills Proficiency with Microsoft Office Bilingual in Spanish preferred (not required) Why Angels of Care In addition to our great benefits, we offer a fun and supportive culture rooted in our values of Heart, Advocacy, Love, Outreach, and Speed (HALOS). At Angels of Care, you’ll have the unique opportunity to make an impact while working with dedicated, talented colleagues. We believe in fostering career advancement and providing opportunities for you to expand your skill set, take on new responsibilities, and grow alongside the company. Competitive Pay Paid Time Off Medical, Dental, & Vision Plans with a generous contribution from AOC HSA/FSA Mental Wellness Benefits 401K Discounts on Pet, Home, and Auto Insurance And more! U.S. Equal Employment Opportunity/Affirmative Action Information Individuals seeking employment at Angels of Care Pediatric Home Health are considered without regards to race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status. #LI-REMOTE