B2B Service Coordinator

Manage and oversee care schedules, proposals, and adjustment requests, including changes and cancellations efficiently.
Collect client and care professional feedback and partner with cross functional operations, clinical and technology teams to improve care experience
Ensure client needs are reflected accurately on the defined care plans and ensure any updates are handled with care and sensitivity
Follow up on visit fulfilment to ensure seamless care continuity. Engage care professionals and secure them for visits.
Coordinate with clients, partners, and care professionals to provide the needed support and reach mutually beneficial agreements.

Communication and Customer Support

Act as the primary point of contact and introduce yourself to the client.
Handle all communications with the assigned client.
Manage expectations of clients, partners, and care professionals effectively.
Manage internal and external communications across various channels (e.g., WhatsApp, calls, SMS, internal tools) within specified SLAs.
Ensure prompt responses, resolve inquiries efficiently, and aim for first-contact resolution to maintain high customer satisfaction.
Monitor internal channels regularly to address messages and follow-ups in a timely manner.

Incident Management and Operational Support

Oversee incident resolution and root cause analysis in accordance with Homage's Incident Management Framework and Protocol by addressing reported cases daily and coordinating with relevant parties.
Ensure operational incidents for both consumers and care professionals are investigated and resolved within SLAs. Address high-priority incidents promptly and escalate to relevant parties when needed.
Manage claims disputes and follow up to ensure timely resolution.
Key Skills for Service Coordination Officer (SCO)

Communication and Organisational Skills
Communicate clearly and empathetically with care clients.
Manage multiple tasks and cases efficiently with strong time management to ensure smooth coordination of services.
Problem-Solving and Conflict Resolution
Identify issues quickly and find effective solutions and use critical thinking to handle complex situations and incidents.
Resolve conflicts and mediate to promote teamwork and a positive working environment.
Attention to Detail
Ensure accuracy in documentation and care plan updates and stay alert to client needs and service requirements.
Interpersonal and Advocacy Skills
Build trust and collaborate effectively with clients, NOK, care managers, and care professionals.
Advocate for client needs while negotiating compromises when necessary, adhering to protocols.
Technical Skills
Use care management tools and know when and how to report urgent technical issues affecting care plans.
Cultural Competence
Respect and respond to diverse cultural backgrounds and provide personalised care.
Resilience and Emotional Intelligence
Manage stress and emotional challenges in care coordination.
Show empathy to support clients through tough situations.
Ownership and Teamwork
Take responsibility for care plans and ensure positive outcomes.
Promote effective communication and teamwork among colleagues.
Flexibility and Adaptability
Adjust to changes in workflow and procedures to meet updated guidelines.
Working Hours

Commitment to a 5-day work week with flexibility for a rotating roster, including availability on weekends and public holidays and 2 rotating off days between weekdays and weekends.