B2B Service Coordinator

A Service Coordinator at Homage serves as the key point person overseeing care plan management and delivery for clients, and partner organisations, in partnership with our Care Professionals and internal operations and product teams. Our Service coordinators take on their role with a heart for care impact, alongside a strong sense of ownership of client care experience and success, ensuring effective logistics coordination while maintaining clear expectations and timely communication across all parties. You will work towards solutions that support smooth care delivery and achieve continuously impactful care outcomes . Homage is committed to delivering compassionate, personalised home-based care and nursing services. Our mission is to make a positive impact for care recipients, providers, and partners, always prioritising the  experiences of those we serve and building trust through value-based care.

Care Coordination and Fulfilment

• 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)

1. 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.

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