Operations Support Officer

Discover your 100% YOU with Beepo

Position: AU Receptionist And Administration Assistant

Location: Central Luzon

Work setup & shift: Remote | Day Shift

What's in it for you?

Competitive Total Rewards (Compensation, Allowance, HMO, and Paid Time Off)

Employee Referral Program

Work Life Balance

Your Role

As an AU Receptionist And Administration Assistant, you are responsible for:

Role Purpose
The Receptionist & Administration Assistant is the first point of contact for clients, families, providers, and internal staff. The role manages all incoming Zoom softphone calls, triages and prioritises enquiries, and directs them to the correct team. It also provides administrative, rostering, and service coordination support to ensure a professional, timely, and informed experience for all callers.

Key Responsibilities

1. Reception & Call Handling (Primary Duty)

• Answer and triage all incoming Zoom softphone calls
• Communicate in a trauma-informed, culturally safe, and respectful manner
• Direct calls to Rostering, Service Coordination, Care Coordinators/Partners, Clinical teams, Finance, HR, or Management
• Assess urgency (missed services, safety concerns) and escalate as needed
• Provide basic service information, business hours, and escalation pathways
• Record call outcomes and messages accurately

2. Administrative Support

• Monitor shared inboxes and direct emails appropriately
• Enter basic client information into the care management system
• Assist with document preparation, uploads, naming, and compliance checks
• Support simple reporting, summaries, and spreadsheet updates
• Maintain strict confidentiality and data security

3. Rostering Support

• Relay urgent scheduling updates to the rostering team
• Update staff or client availability when instructed
• Assist with rostering documentation
• Escalate service gaps or urgent scheduling issues

4. Service Coordination Support

• Upload and organise client documents
• Support onboarding by gathering basic client information
• Relay messages between clients and coordination teams
• Enter simple updates and assist with basic referral administration

5. Client & Stakeholder Communication

• Communicate clearly and respectfully with clients and families
• Use interpreters or language supports when needed
• Provide accurate information using approved scripts and guidelines
• Maintain a calm, reassuring approach with older or distressed callers

6. Quality, Safety & Compliance

• Document communications promptly and accurately
• Follow all privacy, confidentiality, and data security policies
• Identify and escalate risks, concerns, or complaints
• Participate in audits, documentation checks, and improvement activities
• Support Quality Standards and Aged Care Act 2024 requirements

Key Selection Criteria:

Essential

• Excellent spoken and written English communication
• Strong telephone manner; calm and professional under pressure
• Experience in reception, customer service, call handling, or admin roles
• Ability to manage high call volumes and prioritise effectively
• Strong organisation, time management, and accuracy in documentation
• Intermediate computer skills; ability to learn Zoom softphone and care management systems
• Reliable internet and suitable work-from-home setup
• National Police Check

Highly Regarded

• Experience in aged care, home care, healthcare, or disability services
• Experience with CRM systems
• Experience supporting rostering or coordination teams
• Cultural competence and ability to work with diverse populations

Employment Requirements

• Compliance with the Aged Care Act 2024, Code of Conduct, Quality Standards, and company policies
• Availability to work
  8am–5pm AEST
• Adherence to confidentiality, WHS, and information security requirements
• Participation in training and continuous improvement

About Beepo

Beepo is a Probe Group company, a full-service Australian-owned outsourcing company, with a team of 15,000 across 6 countries — the largest, and most diverse Australian-owned customer experience outsourcing provider.

Our Beepo office is located in Clark, Pampanga. We provide exceptional workforce support to clients all over the world. Our primary focus is to help businesses grow sustainably with the help of fantastic Philippine talent.

You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your skills and innovative thinking to this role. This is an opportunity to grow your career quickly.

*Terms and conditions apply