Care Coordinator (Homecare)

Icg Medical; Launceston; On-site; AUD 60,000 - 72,000; Full time

Job summary

ICG Medical in Australia is seeking a Homecare Care Coordinator to support client and worker coordination, resolve questions, and improve client care across home-based services. You will manage care requirements, liaise with clients and staff, and ensure accurate documentation in the CRM, with opportunities to contribute to service improvements and business development.

This role suits a proactive communicator with experience in health or community services and the ability to multitask in a

Qualifications

• Relevant experience in a customer service role.
• Experience handling inbound and/or outbound inquiries.
• Excellent communication and interpersonal skills.
• Ability to build rapport with clients and staff.
• Organised with attention to detail and able to multitask.

Responsibilities

• Assist with establishing care requirements for clients which at times may also include meet and greets with clients in their home environment.
• Ensuring suitable daily care is delivered by suitably matched support team.
• Monitoring client support requirements to identify, organise and implement change and/or arrange necessary supports.
• Follow up with clients/participants regarding their care requirements and changes to their shift requests.
• Ensure all communication with clients and workers are documented, accurate, professional, and up to date for upcoming and/or recurring shifts.
• First point of contact for all worker enquiries regarding CRM vWorker platform.
• Work closely with members of the global Homecare team and Homecare Leadership Team to track incidents and provide feedback to drive service improvements.
• Maintain Visual Care CRM database and associated systems.
• To act as a representative for the organisation undertaking business development, taking part in external promotional activities as appropriate, and maintain collaborating with professional networks.
• Proactively building and maintaining positive and professional relationships with clients through collaboration, participation, respect whilst supporting confidentiality and cultural sensitivity.
• Timely development and submission of required reports
• Managing and investigating and responding constructively to any feedback and or complaints received.
• Undertaking administrative functions as required, including the collection of accurate and timely data to support clients invoicing, rostering, timesheets and reporting
• Support ad-hoc tasks and projects from time to time.

Skills

Customer service

Communication

Team player

Stakeholder relations

Problem solving

Job description

Job Description

About ICG Medical: ICG Medical is a leading global healthcare recruiter focused on nurses (all specialties), midwives, and home care/healthcare workers. Our company vision is to improve patient care. The DNA makeup of our business stems from our core values: Open, Family, and Passion. One of our main differentiators is that we care. We establish trusting relationships with our connections and each other. We have fun at work and together we remain focused, grounded, and engaged in our service offering. The business is made up of three recognized healthcare recruitment brands that sit underneath the ICG Medical arm. each delivers tailored solutions for our candidates and clients from our offices in the UK, Ireland, India, South Africa, China, Philippines, Australia, Canada, and the USA with more office openings on the horizon.

Job Summary:

As a Homecare Care Coordinator your main purpose is to support the company’s customer service activities by assisting clients/participants and support workers, resolving customer questions or complaints, and enhancing client/participant care.

Responsibilities include:

• Assisting with establishing care requirements for clients which at times may also include meet and greets with clients in their home environment.
• Ensuring suitable daily care is delivered by suitably matched support team.
• Monitoring client support requirements to identify, organise and implement change and/or arrange necessary supports if .
• Follow up with clients/participants regarding their care requirements and changes to their shift requests.
• Ensure all communication with clients and workers are documented, accurate, professional, and up to date for upcoming and/or recurring shifts.
• First point of contact for all worker enquiries regarding CRM vWorker platform.
• Work closely with members of the global Homecare team and Homecare Leadership Team to track incidents and provide feedback to drive service improvements.
• Maintain Visual Care CRM database and associated systems.
• To act as a representative for the organisation undertaking business development, taking part in external promotional activities as appropriate, and maintain collaborating with professional networks.
• Proactively building and maintaining positive and professional relationships with clients through collaboration, participation, respect whilst supporting confidentiality and cultural sensitivity.
• Timely development and submission of required reports
• Managing and investigating and responding constructively to any feedback and or complaints received.
• Undertaking administrative functions as required, including the collection of accurate and timely data to support clients invoicing, rostering, timesheets and reporting
• Support ad-hoc tasks and projects from time to time.

Desirable:

• Experience working in health and/or community services.
• Relevant industry qualifications in Disability, Aged Care, or Individual Support

Key Selection Criteria:

• Relevant experience in a customer service role, inbound and/or outbound
• Effective communication and people skills
• Team player
• Building rapport with internal and external stakeholders
• Ability to think on your feet and find workable solutions to problems.
• Ability to multitask and thrive under pressure.
• Meticulous, organised and attention to detail.
• Initiative-taking and able to work autonomously.