Homecare Care Coordination Specialist

Icg Medical; South Australia; On-site; AUD 55,000 - 70,000; Full time

Job summary

ICG Medical is seeking a Homecare Care Coordinator to support customer service activities, assist clients/participants and support workers, resolve questions or complaints, and enhance client care. The role involves coordinating care requirements, matching staff, documenting communications, and contributing to service improvements.

Desirable experience includes health or community services, with qualifications in Disability, Aged Care, or Individual Support.

Qualifications

• Experience in a customer service role, handling inbound and outbound inquiries.
• Strong communication skills and ability to build rapport with clients and staff.
• Team-oriented and capable of working with internal and external stakeholders.
• Ability to think on your feet and solve problems quickly.
• Ability to multitask and maintain accuracy under pressure.
• Meticulous, organized and detail oriented.
• Self-starter, able to work autonomously.

Responsibilities

• Assist with establishing client care requirements and meet/ greet clients in their home when needed.
• Ensure daily care is delivered by appropriately matched support team.
• Monitor client support needs and arrange changes or additional supports.
• Follow up with clients regarding care requirements and shift changes.
• Document all communications with clients and workers in CRM and up to date records.
• Act as first point of contact for worker inquiries regarding the CRM platform.
• Collaborate with global Homecare team to track incidents and drive service improvements.
• Maintain CRM database and related systems.
• Represent the organisation in business development activities and external networks.
• Build positive relationships with clients, maintaining confidentiality and cultural sensitivity.
• Prepare and submit required reports in a timely manner.
• Investigate feedback/complaints and respond constructively.
• Perform administrative duties including data collection for invoicing, rostering, and timesheets.

Skills

Customer service experience

Effective communication

Team player

Stakeholder relations

Problem solving

Multitasking

Attention to detail

Initiative

Education

Disability/Aged Care/Individual Support qualifications

Tools

CRM vWorker platform

Job description

ICG Medical is seeking a Homecare Care Coordinator to support customer service activities, assist clients/participants and support workers, resolve questions or complaints, and enhance client care. The role involves coordinating care requirements, matching staff, documenting communications, and contributing to service improvements.

Desirable experience includes health or community services, with qualifications in Disability, Aged Care, or Individual Support.