Administration and Scheduling Officer - Hybrid

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 & Scheduling Team member plays a critical role in supporting the efficient delivery of Back2Work services 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 in line with Back2Work expectations.

The role is central to maintaining strong service delivery, customer experience, and operational performance.

POSITION ACCOUNTABILITIES / RESPONSIBILITIES

As part of Humanity Health Group, all roles align to our values:

• People – we intentionally put people first

• Quality – what we do, we do well

• Results – our clients’ successes are our greatest achievements

• Integrity – we treat people with respect

• Innovation – we continuously improve

1. Scheduling & Referral Management

• Manage incoming referrals through the Back2Work shared inbox

• Allocate referrals to appropriate clinicians based on:

o availability

o location

o participant needs

Approved By: Fred Cicchini

Author: Brooke Bofinger

Date: 29 July 2025

• Coordinate and schedule:

o initial appointments

o ongoing sessions

o Any reschedule notifications or requests

• Proactively manage:

o rescheduling

o cancellations

o waitlists

2. Clinician Utilisation & Capacity Management

• Work closely with State Operations Managers to:

o ensure clinician calendars are optimised

o maximise billable hours and utilisation

• Identify and fill gaps in clinician schedules

• Bring forward appointments where capacity allows

• Support the achievement of utilisation and performance targets

3. Customer & Stakeholder Communication

• Manage incoming and outgoing phone calls

• Respond to customer and stakeholder enquiries in a timely manner

• Liaise with:

o Employment Consultants (ECs)

o Participants

o Site Managers

• Provide clear and professional communication regarding:

o bookings

o services

o next steps

4. Operational Support & Coordination

• Support State Managers with:

o site coordination

o service delivery planning

• Assist in ensuring:

o clinicians are aligned to site requirements

o services are delivered efficiently across locations

• Coordinate onboarding of new sites and services where required

5. Reporting & Performance Support

• Provide regular reporting to:

o CEO

o State Managers

• Track and report on:

o referral volumes

o scheduling efficiency

o clinician utilisation

• Identify trends and escalate issues impacting service delivery

6. Systems & Process Adherence

• Maintain accurate records in systems (e.g. Splose)

• Ensure all referrals and bookings are:

o correctly entered

o up to date

• Follow all Back2Work processes and workflows

• Contribute to continuous improvement of systems and processes

People

• Work to remove barriers.

• Be agile and resilient.

• Take ownership and accountability in your work.

Quality

• Communicates in a clear, concise & appropriate manner, with candour, openness, honesty & respect.

• Engages in debate and discussion and collaborates with colleagues.

• Shares information, skills, and knowledge openly, as appropriate.

• Develops and maintains effective relationships.

• Demonstrates and seeks to develop good communication skills.

Growth

• Proactively seek out ways to learn and to conduct business for the sake of Back2Work and Back2Work employees.

• Identify and develop new methods, tools, and ways to make significant positive change.

Performance

• Demonstrates Back2Work values in behaviours and decisions.

• Models and inspires others to live the values.

• Provides constructive feedback to those who do not live the values.

CORE REQUIREMENTS

• 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 autonomously and collaboratively

• Ability to engage with multiple stakeholders professionally

• Ability to liaise with key stakeholders on behalf of the Employer.

• Ability to represent the Employer in its business dealings as and when directed.

• Ability to undertake other services or other tasks as agreed by the parties from time to time.

• You must perform to the best of your abilities and knowledge the duties associated with your position and such other duties as are assigned to you by the Employer.

• You must comply with all lawful and reasonable directions of the Employer.

• You must act in the best interests of the Employer and use all reasonable efforts to promote the interests of the

Employer.

This role is critical to ensuring efficient service delivery, strong customer experience, and optimal clinician utilisation across

Back2Work.

As Back2Work continues to evolve, this position may expand to include additional responsibilities aligned with business needs.

Work Arrangement: Hybrid

Work Schedule: Monday–Friday, 6am- 3pm PHT

Must Have atleast 20mbps internet connection

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.

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