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Virtual Assistant – Service & Administrative Support

The Virtual Assistant – Service & Administrative Support is responsible for performing a variety of administrative, scheduling, and coordination duties that support the office team, CAREGivers, and clients. This role helps ensure smooth service delivery, accurate scheduling, and excellent communication while maintaining the highest level of quality care and operational efficiency.

The Virtual Assistant plays an important role in supporting the Service Coordination team, assisting with client and CAREGiver scheduling, maintaining accurate records, and ensuring all administrative tasks are completed in a timely and professional manner.

Key Responsibilities

Client & CAREGiver Scheduling Support

• Assist with managing the client and CAREGiver schedule portfolio, ensuring all scheduling transactions are completed accurately.
• Maintain and update client and CAREGiver records in WellSky.
• Monitor, mediate, and log client and CAREGiver activity, assignments, and service updates within WellSky/ClearCare.
• Assist with coordinating client introductions and Quality Assurance visits.
• Help ensure client and CAREGiver satisfaction through communication and compatibility follow-ups.
• Support efforts to increase service hours, reduce cancelled shifts, and maintain thoughtful staffing compatibility.

Administrative & Operational Support

• Answer incoming calls in a friendly, professional, and knowledgeable manner and direct inquiries appropriately.
• Assist with new client inquiries, enter information into Salesforce, and coordinate Care Consultations.
• Support the team with general administrative tasks including data entry, documentation management, and record maintenance.
• Upload and manage important documents in WellSky such as:
• Medical Administrative Reports (MAR)
• CAREGiver training documentation
• Criminal background checks
• Medication return demonstration forms
• Other compliance-related records
• Assist with managing office systems, digital records, and documentation to ensure compliance with the Quality Management System.

Time & Attendance Support

• Monitor CAREGiver clock-in and clock-out activity through the telephony system.
• Follow up on time and attendance alerts and assist CAREGivers with resolving issues.
• Input and verify hours worked where required.
• Assist with resolving discrepancies related to hours, payroll, and scheduling.
• Help prepare payroll documentation when shifts were not logged properly.

Recruitment & Team Support

• Assist the Recruitment and Engagement Coordinator with:
• Phone interviews
• Scheduling interviews
• Preparing orientation materials
• Conducting reference checks
• Support CAREGiver engagement initiatives including:
• CAREGiver retention programs
• CAREGiver of the Month recognition
• CAREGiver appreciation and meetings
• Help coordinate CAREGiver meeting logistics and track RSVPs.

Service Excellence & Team Support

• Ensure resources and tools are available for the team such as digital welcome packages and documentation.
• Provide administrative support to all team members as directed by the General Manager.

Compliance & Quality Standards

• Follow all procedures within the Quality Management System, including:
• Control of Service Provision
• First Visit procedures
• Service Complaints
• Incidents & Accidents reporting
• Ensure that the needs of the client, family, CAREGiver, and company are consistently supported.
• Maintain confidentiality of all client, CAREGiver, and company information.

Decision Making & Professional Expectations

• Demonstrate sound judgment and common sense in decision making.
• Identify when quick decisions are required and when situations should be escalated to the General Manager.
• Work independently while meeting deadlines and maintaining accuracy.

Brand & Culture Expectations

The Virtual Assistant must reflect the Brand Promise of the organization:

“We will deliver, without exception, on every commitment we make to you and your loved ones.”

All interactions with clients, CAREGivers, and team members should reflect the organization’s Guiding Principles and commitment to exceptional service.

Reporting Structure

This position reports directly to the General Manager and provides support to the Service Coordination, Recruitment, and Administrative teams.

#INDM

Pay: Php40,000.00 per month

Work Location: Remote