Inbound Call Management

• Answer all inbound after-hours calls from client facilities and supplier partners, serving as the single live point of contact when the MSP team is offline.
• Work is driven entirely by the inbound call: answer promptly and professionally, then manage the request and record it on the tracker. This role is phone-based and does not include monitoring an email inbox.
• Determine the nature of each request, resolve what can be resolved on the call, and escalate anything that exceeds after-hours authority to the on-call MSP manager.
• Follow client-specific call protocols and escalation trees exactly as documented.

Call-Out and Backfill Management

• Take call-outs from supplier, capturing the shift, unit, reason, and timing of the cancellation.
• Notify the affected client contact of the call-out as soon as it is received.
• Update the shift status in real time, while on the call — system timestamps drive cancellation fees, so entries must reflect the actual time the call-out was received, never be batched or entered later.
• Reach out to supplier partners to source coverage for the open shift, following up until the shift is filled or the client confirms it will go uncovered.
• When a supplier identifies an available HCP, direct that supplier to apply their HCP to the new order ID so the candidate can be scheduled in the system.
• Provide the supplier with the correct order ID and confirm the application posts before ending the call — a shift cannot be scheduled against a canceled order.
• Once the HCP is applied to the order, confirm the placement  so the worker is scheduled, and notify both the supplier and the client that the shift is covered.

Client Support Requests

• Add new orders on the client’s behalf when a facility calls in a need after hours.
• Cancel a scheduled worker at the client’s request, entering the cancellation at the time of the call so the timestamp is accurate, and notify the assigned supplier.
• Confirm workers for upcoming shifts when a client calls to verify coverage.
• Answer client questions about shift status, submittals, and worker assignments as the source of truth.
• Verify the caller’s authority before making any change that affects orders, cancellations, or confirmations.
• Enter every order, cancellation, and confirmation  during the call, not after the shift — the system timestamp is the record of when the client’s request was received and determines whether a cancellation fee applies.

Documentation and Morning Handoff

• Log every call taken during the shift on the after-hours call tracker — caller, facility, time the call was received, request type, action taken, time was updated, and current status.
• Keep the tracker in agreement, with matching times; no action is considered complete until both reflect it. Discrepancies between the two can affect cancellation-fee determinations and client billing.
• Deliver the completed call tracker to the MSP team at 8:00 a.m., Monday through Friday, including all weekend and holiday activity.
• Flag unresolved items, pending backfills, and open client requests in the handoff so the day team can pick them up without rework.