CP Engagement Associate

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Homage Care Full time

The CP Engagement Associate is responsible for managing finance, support, operational coordination, and performance improvement matters for Care Professionals (CPs). This role ensures CPs receive accurate and timely support on payouts, claims, waivers, scheduling, and performance management, while maintaining high service standards, accountability, and empathetic communication. The associate works closely with internal stakeholders to resolve issues efficiently and uphold service quality.

Key Responsibilities

1. Care Coordination & Referral Support
  • Manage new referrals from B2B partners and clients, including care scheduling and coordination.
  • Conduct post-care follow-ups and handle incident reporting when required.
  • Coordinate between Care Recipients (CRs) and CPs to ensure smooth service delivery and timely resolution of care-related issues.
2. Payout & Finance Support
  • Respond to payout-related enquiries from assigned CPs, including payout schedules, breakdowns, and discrepancies.
  • Verify payout accuracy using internal systems and investigate missing or rejected payments.
  • Support Finance in resolving payout visit issues, shortages, or outstanding fees, ensuring timely updates within the payout cycle.
3. Claims & Waiver Processing
  • Process transport requests and cancellation waivers for assigned CPs.
  • Verify supporting documents, ensure policy compliance, and update records accurately.
  • Track and document all approved and rejected waivers for audit and reporting purposes.
4. CP Engagement & Performance Management
  • Manage CP performance-related matters, including performance strikes, coaching sessions, and documentation for assigned CPs.
  • Handle blacklisting cases, verbal warnings, written warnings, and corrective coaching in line with company guidelines.
  • Support CP performance improvement through guidance, follow-ups, and coordination with relevant stakeholders.

5. Enquiry & Ticket Management

  • Respond to "Get Help" tickets from assigned CPs within SLA.
  • Assign tickets accurately, use approved macros, and ensure clear and professional responses.
  • Monitor ticket queues to prevent backlog and ensure timely resolution.

6. Issue Resolution & Policy Reinforcement

  • Troubleshoot CP app-related issues.
  • Support Finance with fund recovery for erroneous transfers, where applicable.
  • Reinforce key policies including cancellations, waivers, clock-in procedures, and payment-related guidelines.
7. Escalation & Cross-Functional Coordination
  • Escalate urgent or complex issues promptly and appropriately.
  • Coordinate with Manager and other internal teams to resolve escalations for assigned CPs.
  • Ensure proper documentation and handover for all escalated cases.
Key Skills & Attributes
  • Strong attention to detail and accuracy, particularly in financial and documentation matters.
  • Clear, professional written communication and strong service orientation.
  • Ability to manage multiple priorities, tickets, and timelines effectively.
  • Empathetic and composed when handling sensitive CP situations.
  • Proficient in Microsoft Office applications, particularly Excel and Document.
Performance Expectations
  • All CP finance, support, and performance-related tickets resolved within SLA.
  • No outstanding payout, claim, or waiver entries without manager approval.
  • Consistent demonstration of empathy, ownership, and complete responses in CP communications.
  • Effective escalation and coordination with internal teams to ensure timely resolution.
  • Accurate documentation and reporting of CP performance and engagement actions.
  • Perform any other duties or responsibilities as assigned by the Manager, in line with business and operational needs.
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.

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