Job Description
About Us: 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 1,000 talented professionals.
The Administration & Scheduling Coordinator plays a critical role in supporting efficient service delivery by managing referrals, scheduling, and customer engagement across multiple sites and clinicians.
This role ensures:
- Timely allocation and scheduling of participants to clinicians
- Effective utilisation of clinician capacity
- High-quality communication with customers and stakeholders
The position works closely with State Managers, clinicians, and the broader operations team to ensure services are delivered efficiently, consistently, and to a high standard. It is central to maintaining strong service delivery, customer experience, and operational performance.
Key Responsibilities 1. Scheduling & Referral Management - Manage incoming referrals through the shared inbox
- Allocate referrals to appropriate clinicians based on availability, location, and participant needs
- Coordinate and schedule initial appointments and ongoing sessions
- Manage rescheduling requests, cancellations, and waitlists proactively
2. Clinician Utilisation & Capacity Management - Work closely with State Operations Managers to optimise clinician calendars
- Maximise utilisation and billable hours
- Identify and fill gaps in schedules
- Bring forward appointments where capacity allows
- Support achievement of utilisation and performance targets
3. Customer & Stakeholder Communication - Manage incoming and outgoing calls
- Respond to customer and stakeholder enquiries in a timely manner
- Liaise with Employment Consultants, participants, and site managers
- Provide clear and professional communication regarding bookings, services, and next steps
4. Operational Support & Coordination - Support State Managers with site coordination and service delivery planning
- Ensure clinicians are aligned with site requirements
- Assist in delivering services efficiently across locations
- Coordinate onboarding of new sites and services as needed
5. Reporting & Performance Support - Provide regular reports to leadership and State Managers
- Track and report on referral volumes, scheduling efficiency, and clinician utilisation
- Identify trends and escalate issues impacting service delivery
6. Systems & Process Adherence - Maintain accurate records in internal systems (e.g., scheduling or case management tools)
- Ensure all referrals and bookings are correctly entered and up to date
- Follow established processes and workflows
- Contribute to continuous improvement of systems and processes
Core Competencies - Strong organisational and time management skills
- Ability to manage multiple priorities in a fast-paced environment
- High attention to detail
- Strong communication and interpersonal skills
- Ability to work both independently and collaboratively
- Professional stakeholder engagement skills
- Accountability, adaptability, and problem-solving mindset
Qualifications & Experience Essential - Experience in administration, scheduling, or coordination roles
- Strong communication skills (phone and email)
- Ability to manage competing priorities effectively
- High level of organisation and attention to detail
- Experience in a service delivery environment
Desirable - Experience in healthcare, allied health, or employment services
- Experience using scheduling or case management systems
Professional Expectations - Maintain a high standard of professionalism
- Communicate clearly and respectfully
- Contribute to a positive and collaborative team environment
- Follow company policies, procedures, and code of conduct
- Act in the best interests of the organisation at all times
This role is critical to ensuring efficient service delivery, strong customer experience, and optimal clinician utilisation. Responsibilities may evolve in line with business needs.
Work Schedule: - 6AM - 3PM Manila Time (Monday - Friday)
Work Location: - Onsite at Manila SM North Office (1x a week WFH)
- Should have a strong internet connection (minimum of 50 MBPS)
- Should have own laptop/pc (minimum of i5 8GB)
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly. By clicking on the "I'm Interested" button, I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
