Service Coordinator | Hybrid | Ortigas | Day Shift | Day 1 HMO

Emapta; Metro Manila; Hybrid; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Day 1 HMO with dependent

Competitive salary package

Hybrid work arrangement

20 annual leaves

Onsite Ortigas

Career growth

Job summary

Emapta is seeking a Service Coordinator to strengthen Australian healthcare delivery by handling referrals, provider coordination, and administrative tasks from its Ortigas hybrid office. The role requires 3–5 years in administration or customer service, English fluency, and competency with The LookOut Way, MS Office, and Teams.

Benefits include Day 1 HMO, competitive salary, hybrid work, and growth opportunities.

Qualifications

• Certificate or diploma in Business Administration, Health Administration, or related field preferred.
• 3–5 years in administration, purchasing, service coordination, or customer service.
• Excellent written and spoken English, with a confident, empathetic phone manner with older clients and families.

Responsibilities

• End-to-End Service Request Management from triage to close-out under SOP.
• Select regional providers by service area, quality, price, and terms; arrange onboarding.
• Use approved templates to identify providers and prepare referrals from client records.
• Direct invoices to central finance and report to the Care inbox with clinical contact details.
• Onboard providers and suppliers, collect agreements, insurance documents, and registrations.

Skills

Administration

Purchasing

Service coordination

Customer service

English proficiency

Attention to detail

Microsoft Office

Microsoft Teams

Education

Certificate or diploma in Business Administration/Health Administration

Tools

The LookOut Way

Microsoft Office

Microsoft Teams

Job description

Healthcare Coordination That Connects People to Quality Care

Purpose meets professional growth when your coordination skills help people access the care they need. The Service Coordinator strengthens Australian healthcare delivery through timely referrals, reliable providers, and seamless administration. Gain specialised expertise with an established healthcare organisation and pursue a long-term global career with Emapta, offering Top 1% talent meaningful impact, international exposure, continuous learning, and supportive career development.

Snapshot

• Employment Type: Full-time
• Work Setup: Hybrid, Ortigas
• Onsite every Monday and Thursday, plus 1 flexible onsite day (preferably Friday)
• Shift: Day Shift, 8:00 AM-5:00 PM AEST, Weekends Off

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift schedule
• Fixed weekends off
• Hybrid work arrangement
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

Requirements

• Certificate or diploma in Business Administration, Health Administration, or a related field preferred

Experience and Skills

• 3-5 years of experience in administration, purchasing, service coordination, or customer service
• Experience with suppliers, quotations, purchase orders, and invoices preferred
• Excellent written and spoken English, with a confident, empathetic phone manner with older clients and families
• Strong attention to detail and ability to manage high task volumes within deadlines
• Proficiency in client management systems, such as The LookOut Way, Microsoft Office, and cloud phone systems, such as Microsoft Teams

Workforce Compliance Requirements

• Current police clearance from your country of residence
• Signed confidentiality, privacy, and information security agreement
• Completion of mandatory training in privacy, the Code of Conduct for Aged Care, and incident management
• Secure, private, distraction-free workspace with reliable high-speed internet
• Availability during Australian Eastern business hours

Core Competencies

• Effective systems and processes for improved service coordination
• Person-centered support that protects dignity, safety, and wellbeing
• Professional standards, clear role boundaries, and safe work practices
• Respectful communication, teamwork, and stakeholder relationships that support trust and continuity of care
• Timely decisions within scope that balance client needs, service quality, and commercial viability

Leadership Competencies

• Reliability, role awareness, and consistent processes for effective teamwork and service delivery
• Policy adherence, accurate reporting, and early escalation
• Respect, inclusion, and professionalism
• Daily decisions aligned with organizational priorities and service standards
• Ongoing learning to improve performance and care quality
• Resource and pricing awareness for sustainable services

Whole-of-Business Enablement (Functional) Competencies

• Effective use of systems, approved AI, and automation for accuracy and efficiency
• Professional standards, follow-through, and ownership of outcomes
• Teamwork and communication that strengthen client experience and trust
• Responsible use of time, funding, and budgets to maintain value and financial integrity
• Accurate records and reporting for compliant services

Role-Specific Service Coordination Competencies

• Understanding of quotations, approvals, orders, invoices, and provider performance for value-for-money purchasing
• Effective documentation, referrals, service setup, workflows, and communication for timely support
• Awareness of quality, provider compliance, privacy, and safeguarding requirements that protect client rights and dignity

Responsibilities

End-to-End Service Request Management

• Manage templated Care team requests for clinical, non-clinical, referral, and purchasing needs from triage to close-out under the Service Coordination SOP.
• Select regional preferred providers by service area, quality, price, and trade terms, and arrange onboarding for client-selected providers.
• Use approved AI to identify providers and prepare referrals from Care team requests, care plans, GP summaries, and client records.
• Direct invoices to central finance and reports to the relevant state Care inbox, including the responsible pod's clinical contact details.
• Confirm providers and start dates with clients or authorized representatives, document calls, and close tickets with complete histories.

Procurement and Purchasing

• Source cost-effective quotations and place orders only after documented Care team approval against care plans and budgets.
• Maintain recurring consumable orders, including continence aids and supplements, reviewing them at reassessment or changes in need.
• Confirm delivery and invoice receipt, send Accounts payment and client details, and file records before closing purchases.
• Arrange transport cards and similar services, notifying Accounts of administrative expenses.
• Manage purchase orders in The LookOut Way (TLW), once introduced, under SOP and Finance requirements.

Referral Management

• Action clinical referrals, including allied health and remedial massage, and non-clinical referrals for meals, gardening, maintenance, cleaning, and minor repairs.
• Use approved templates and preferred providers, obtaining quotations for Care team approval where required.
• Confirm acceptance and start dates, obtain reports, progress notes, and quotations, and file them against client records.
• Request and file GP summaries and other health information using approved templates.

Associated Provider Onboarding and Compliance

• Onboard providers and suppliers, collect agreements, insurance documents, police checks, and registrations, and record expiry and alert dates.
• Monitor compliance, request renewals, and elevate non-compliant providers to prevent referrals without current compliance.
• Maintain provider registers covering service areas, contacts, services, and agreed rates.

Associated Provider Performance Management

• Monitor provider responsiveness, service commencement, report quality, and invoice accuracy.
• Record client and Care team feedback, and share it with providers as directed.
• Log and elevate performance issues, failures, and complaints to the Aged Care Manager under organizational frameworks.
• Summarize performance to inform preferred provider decisions.

Pricing, Trade Agreements, and Revenue Protection

• Support the transition from cost-plus-10% billing to published prices and maintain trade agreements as directed by the Aged Care Manager.
• Benchmark provider and supplier rates against market and aged care program requirements, update price lists, and identify better value.
• Check invoices against approved quotations and trade rates, verify client charges against published prices, and flag discrepancies before processing.

Client Lifecycle Administration

• Set up client folders, profiles, compliance records with expiry alerts, agreements, service codes, and rostering requests within deadlines using the New Client Setup Checklist.
• Update profiles, compliance records, agreements, and GP summaries, and action services, referrals, and purchases using the Client Reassessment Checklist.
• Process service changes, suspensions, and cancellations, notify relevant teams, providers, and suppliers, stop recurring orders, and update agreements.
• Complete exits by cancelling services, orders, and cards, notifying providers, reconciling final invoices with Accounts, and archiving and closing records under the exit procedure.

Client Engagement and Check-ins

• Conduct low-level monthly check-ins using approved scripts and document outcomes.
• Support low-level telephone reassessments using approved tools, passing findings to the Care Partner, who retains assessment responsibility.
• Assist with CHSP reassessment and ongoing administration as directed.
• Escalate wellbeing, clinical, safety, and service concerns, complaints, and feedback to the responsible Care Partner or Care Coordinator the same day.
• Schedule reassessments, reviews, and appointments, and send client, representative, and Care team reminders.
• Follow phone and privacy protocols, verifying identities and representative authorization before discussing client information.

Inbox, Task, and Records Management

• Monitor the shared Care inbox, identify responsible Care Partners or Care Coordinators, and file correspondence for follow-up.
• Route invoices to Accounts, flagging those requiring Care team approval.
• Prioritize system tasks by urgency, meet deadlines, and maintain accurate, complete, audit-ready records under naming and filing conventions.

Additional Administrative Support

• Undertake administration as directed by the Aged Care Manager, including duties transitioned to Service Coordination.
• Maintain procedures, checklists, templates, and guides, and identify opportunities to simplify, standardize, or automate processes.

Care Support and Governance

• Uphold organizational values and contribute to quality improvement, policy development, and governance.
• Identify, report, respond to, and elevate incidents, hazards, and risks under organizational frameworks.
• Protect personal and health information under organizational policies and Australian privacy obligations.
• Complete required training, follow policies and procedures, and support accountability and collaboration.

Success Measures

• Performance aligned with the strategic plan and KPIs, with an indicative scorecard during rollout
• KPIs and targets confirmed with the Aged Care Manager after rollout and reviewed at probation's end

About the Client

Our client brings together established healthcare expertise to provide personalized support that helps people maintain independence, dignity, and wellbeing. Its integrated capabilities span aged care, disability support, hospital-level care at home, and specialist nursing services. By uniting experienced teams around compassionate care, professional integrity, and practical innovation, the organization has expanded its ability to support individuals, families, and healthcare partners. Its commitment to coordinated services and continuous improvement creates meaningful opportunities for professionals to contribute to better everyday care experiences.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.