After Hours Associate

Angels of Care Pediatric Home Health•Albuquerque, NM

7d•Remote

About The Position

The After Hours Associate serves as a point of contact for Angels of Care outside standard business hours, providing timely, professional, and compassionate support to patients, families, and internal teams. The role supports evening, overnight, and weekend operations by managing inbound calls, resolving issues in real time, and ensuring accurate communication and documentation. The associate prioritizes first-call resolution, follows established escalation processes to address scheduling and coverage needs, and provides a clear handoff of unresolved matters at the end of each shift to support continuity of care and operational excellence. This is a remote role with required on-site training at a local branch office. Candidates must reside in the Albuquerque, New Mexico area.

Requirements

High school diploma or equivalent.
Excellent communication and organizational skills.
Proficiency with Microsoft Office.

Nice To Haves

Bilingual in Spanish.

Responsibilities

Remain available and engaged for the full duration of scheduled shifts.
Answer and manage inbound calls as they are received.
Return missed calls and voicemails within 15 minutes.
Provide customer service to patients, families, and internal team members.
Resolve issues in real time when possible, including documenting interactions, updating schedules, and notifying impacted teams.
Immediately document all patient-related interactions accurately.
Coordinate coverage needs using established escalation processes.
Clearly and thoroughly transition open issues at the end of each shift.