Remote B2B Service Coordinator

Summary

Join our mission to change the way people access and receive their care at Homage, a tech start-up that uses smart technology to help customers manage their care. As a B2B Service Coordinator, you'll oversee care plan management and delivery for clients and partner organisations, working towards solutions that support smooth care delivery and achieve impactful care outcomes.

Requirements

• Communicate clearly and empathetically with care clients
• 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 client needs and service requirements
• 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
• 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 clients 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

• 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
• 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
• 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

Benefits

• Remote Work
• 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