B2C Service Coordinator

Summary

Join Homage as a Service Coordinator and play a pivotal role in managing and delivering care plans for private care owners. You will oversee logistics coordination, maintain clear communication, and ensure smooth care delivery. Responsibilities include coordinating visit schedules, gathering feedback, representing care owner needs in care plans, and following up on daily visit fulfillment. You will serve as the primary point of contact for care owners, handling communications and managing expectations. Additionally, you will oversee incident resolution, conduct root cause analysis, and manage claims disputes. The role requires strong communication, organizational, problem-solving, and interpersonal skills, along with technical proficiency and cultural competence. Homage offers remote work and an employee share ownership program.

Requirements

• Communicate clearly and empathetically with care owners
• Manage multiple tasks and cases efficiently with strong time management to ensure smooth coordination of services
• 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
• Ensure accuracy in documentation and care plan updates and stay alert to care owners needs and service requirements
• 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
• Use care management tools and know when and how to report urgent technical issues affecting care plans
• Respect and respond to diverse cultural backgrounds and provide personalised care
• Manage stress and emotional challenges in care coordination
• Show empathy to support care owners through tough situations
• Take responsibility for care plans and ensure positive outcomes
• Promote effective communication and teamwork among colleagues
• Adjust to changes in workflow and procedures to meet updated guidelines

Responsibilities

• 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
• 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
• 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

Benefits

• 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