B2C Service Coordinator

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

Incident Management (Severity 1) and Operational Support

Key Skills For Service Coordination Officer (SCO)

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.

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 care owners needs and service requirements.

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.

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 care owners 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, 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?