Hybrid Admin Assistant: Waitlist & Scheduling Pro

Outsourced; Quezon City; Hybrid; PHP 279,000 - 446,000; Full time

Job summary

Outsourced.ph is a leading Philippine offshore outsourcing company dedicated to delivering allied health support services. The Administration Assistant role focuses on ensuring timely communication, proactive waitlist management, and efficient scheduling of participants across a hybrid work model.

Key duties include maintaining waitlists, progressing referrals daily, documenting communications, and ensuring SLAs.

Qualifications

• Waitlist management and proactive follow-up skills.
• Ability to communicate with stakeholders via phone, SMS, and email.
• Scheduling coordination and documentation responsibilities.
• Attention to detail in documenting interactions and adhering to SLAs.

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 escalated risks or delays
• Follow up on requests with daily persistence if immediately action is not possible
• After 4 unsuccessful contact attempts, escalate via email to the manager and clinician
• After 6 unsuccessful contact attempts, inform that task cannot be completed due to contact issues
• 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 escalation appropriately
• Support service delivery targets
• System Availability & Phone Expectations
• Remain logged into the 8x8 phone system at all times during working hours
• 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

Skills

Waitlist management

Stakeholder communication

Scheduling coordination

Documentation & data entry

Proactive follow-up

Tools

8x8 phone system

Job description

Outsourced.ph is a leading Philippine offshore outsourcing company dedicated to delivering allied health support services. The Administration Assistant role focuses on ensuring timely communication, proactive waitlist management, and efficient scheduling of participants across a hybrid work model.

Key duties include maintaining waitlists, progressing referrals daily, documenting communications, and ensuring SLAs.