B2C Service Coordinator

Job description

A Service Coordinator at Homage plays a pivotal role in managing and delivering care plans for private care owners in partnership with our Care Professionals, internal operations, and product teams. Our Service Coordinators approach their role with a heart for meaningful care impact, taking strong ownership of the client care experience and success. You will oversee effective logistics coordination while maintaining clear communication and expectations across all parties. Your efforts will ensure smooth care delivery, contributing to consistently positive care outcomes. Homage is committed to delivering compassionate, personalized home-based care and nursing services, always prioritizing the experiences of those we serve and building trust through value-based care.

Care Owner Coordination and Fulfilment

• Oversee and manage visit schedules, proposals, and adjustment requests, ensuring efficient handling of changes and cancellations
• Gather feedback from care owners and care professionals, collaborating with cross-functional teams in operations, clinical, and technology to enhance the care experience.
• Ensure that care owners needs are accurately represented in care plans and that updates are made with consideration and sensitivity.
• Follow up on daily visit fulfillment to maintain seamless continuity of care. Engage care professionals to confirm their availability for visits.
• Work closely with care owners and professionals to provide necessary support and establish mutually beneficial agreements.

Communication and Customer Support

• Serve as the primary point of contact for care owners, introducing yourself and establishing a relationship.
• Handle all communications with assigned care owners, ensuring clarity and responsiveness.
• Effectively manage the expectations of both care owners and care professionals.
• Oversee internal and external communications through various channels (e.g., emails, calls, live chat, internal tools), adhering to specified SLAs.
• Ensure that all escalations from care owners are promptly addressed, with resolutions provided to them within the specified timeframe outlined in Homage’s SOP.
• Ensure timely responses, resolve inquiries efficiently, and strive for first-contact resolution to maintain high customer satisfaction.
• Regularly monitor internal channels to address messages and follow-ups promptly.
• Manage finance disputes/clarification both before and after scheduled visits.
• Recommend appropriate care packages to care owners based on the frequency of their visits each month.

Incident Management (Severity 1) and Operational Support

• Oversee the resolution of incidents and conduct root cause analysis following Homage’s Incident Management Framework and Protocol, addressing reported cases daily and coordinating with the necessary teams.
• Ensure operational incidents involving both consumers and care professionals are thoroughly investigated and resolved within SLAs, prioritizing high-impact incidents and escalating to relevant parties when necessary.
• Manage claims disputes, ensuring timely follow-up and resolution.

Key Skills for Service Coordination Officer (SCO)

1. Communication and Organisational Skills

   • Communicate clearly and empathetically with care owners.
   • Manage multiple tasks and cases efficiently with strong time management to ensure smooth coordination of services.

2. 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.

3. Attention to Detail

   • Ensure accuracy in documentation and care plan updates and stay alert to care owners needs and service requirements.

4. Interpersonal and Advocacy Skills

   • Build trust and collaborate effectively with care owners, service coordination managers, and care professionals.
   • Advocate for care owners needs while negotiating compromises when necessary, adhering to protocols.

5. Technical Skills

   • Use care management tools and know when and how to report urgent technical issues affecting care plans.

6. Cultural Competence

   • Respect and respond to diverse cultural backgrounds and provide personalised care.

7. Resilience and Emotional Intelligence

   • Manage stress and emotional challenges in care coordination.
   • Show empathy to support care owners through tough situations.

8. Ownership and Teamwork

   • Take responsibility for care plans and ensure positive outcomes.
   • Promote effective communication and teamwork among colleagues.

9. Flexibility and Adaptability

   • Adjust to changes in workflow and procedures to meet updated guidelines.

Working Hours

Commitment to a 5-day work week, from 9 AM to 6 PM, with flexibility for a rotating schedule. This includes availability on weekends and public holidays, along with 2 rotating off days between weekdays and weekends.

What’s in it for you?

• Remote - Working from home
• ESOP - Employee shares program so that we all own and share in the success of the dedication, care and hard work we put in
• Annual Salary Reviews, alongside our modern approach to Performance Management