Administrative Assistant

About the role

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals. The Administration Assistant plays a critical role in supporting the delivery of allied health services by ensuring timely communication, proactive waitlist management, and efficient scheduling of participants. This role is responsible for maintaining service momentum by actively progressing referrals, engaging stakeholders, and ensuring all administrative processes meet defined service level expectations.

Responsibilities

• Waitlist Management (Core Accountability)
  • Maintain full ownership of allocated waitlist
  • Ensure all referrals are actively progressed daily
  • Conduct daily contact attempts via phone, SMS, and email
  • Contact all relevant stakeholders where required
  • Accurately document all communication attempts
  • Monitor status and escalate risks or delays
  • Where requests cannot be actioned immediately, continue daily follow-up attempts
  • After 4 unsuccessful contact attempts, escalate via email to the relevant manager and clinician advising daily follow-up has occurred without success
  • After 6 unsuccessful contact attempts, return the request to the clinician and manager advising the task cannot be completed due to inability to contact relevant stakeholders
• Enquiry Management & Communication
  • Acknowledge all incoming enquiries within 24 hours
  • Provide updates every 24 hours until resolved
  • Ensure clear and professional communication
  • Escalate complex or unresolved enquiries
  • Acknowledge all internal emails within 24 hours
  • Action all squad requests within 24 hours
• Scheduling & Service Coordination
  • Complete schedules within 5 business days
  • Coordinate with clinicians and managers
  • Align schedules with funding and participant preferences
  • Track incomplete scheduling tasks to completion
• Administrative Processing
  • Maintain accurate participant records
  • Support onboarding and intake processes
  • Ensure compliance with internal standards
• Team & Operational Support
  • Collaborate with clinicians and operations team
  • Identify inefficiencies and escalate appropriately
  • Support service delivery targets
• System Availability & Phone Expectations
  • Remain logged into the 8x8 phone system at all times during working hours, except during scheduled breaks
  • Maintain an available status to receive calls unless otherwise approved
  • Seek permission from your Team Leader or Manager prior to setting your status to unavailable
  • Ensure adherence to rostered working hours and availability expectations to support team responsiveness
• Key Performance Indicators (KPIs)
  • KPI 1: Enquiry Response – 100% of external enquiries acknowledged within 24 hours, with updates every 24 hours until resolution
  • KPI 2: Waitlist Management – 100% of waitlist is contacted daily via phone, SMS, and email, including all stakeholders where required.
  • KPI 3: S