B2B Service Coordinator

HOMAGE CO PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A care management tech startup in Singapore is seeking a detail-oriented Care Coordinator to manage client care schedules and communication. You'll oversee incident resolutions while ensuring high customer satisfaction. Ideal candidates possess strong problem-solving and organisational skills and can manage multiple cases effectively. Commitment to a flexible work schedule is required. Join a dynamic team making a difference in the lives of many by providing exemplary care.

Qualifications

• Ability to communicate clearly and empathetically with clients.
• Strong time management skills for task coordination.
• Experience with conflict resolution and teamwork.
• Attention to detail in documentation and care plans.

Responsibilities

• Manage care schedules, proposals, and requests efficiently.
• Handle all communications with assigned clients.
• Oversee incident resolution and root cause analysis.
• Ensure high customer satisfaction through prompt responses.

Skills

Communication

Organisational Skills

Problem-Solving

Attention to Detail

Interpersonal Skills

Resilience

Flexibility

Job description

Here at Homage, we are on a mission to change the way people access and receive their homage-care. We’re a tech start-up using our smart technology to help our customers manage their care, the way they want it - recovering with grace, control & dignity.

So, what will be your part in our Mission?

What will you do…

Care Coordination and Fulfilment

• 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.

Communication and Customer Support

• 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.

Incident Management and Operational Support

• Oversee incident resolution and root cause analysis in accordance to 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.

Working Hours

• Commitment to a 5-day work week with flexibility for a rotating roster, including availability on weekends and public holidays. Off days will consist of 2 days per week, rotating between weekdays and weekends.

Skills & Experience you will need…

Communication and Organisational Skills

• Communicate clearly and empathetically with care clients.

• Manage multiple tasks and cases efficiently with strong time management to ensure smooth coordination of services.

Problem-Solving and Conflict Resolution

• 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.

Attention to Detail

• Ensure accuracy in documentation and care plan updates and stay alert to client needs and service requirements.

Interpersonal and Advocacy Skills

• 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.

Technical Skills

• Use care management tools and know when and how to report urgent technical issues affecting care plans.

Cultural Competence

• Respect and respond to diverse cultural backgrounds and provide personalised care.

Resilience and Emotional Intelligence

• Manage stress and emotional challenges in care coordination.

• Show empathy to support clients through tough situations.

Ownership and Teamwork

• Take responsibility for care plans and ensure positive outcomes.

• Promote effective communication and teamwork among colleagues.

Flexibility and Adaptability

• Adjust to changes in workflow and procedures to meet updated guidelines.

What's next?

We offer you the opportunity to be part of our success story!

Not only will you play a critical role in building a legacy in a start-up business but contribute to an organisation that truly makes a difference in the lives of many.

If you are excited by this opportunity and tick all the boxes, we would love to hear from you. For more information on Homage, visit www.homage.com.sg

Homage is an Equal Opportunity Employer we’re committed to building a company and a community where people thrive by being themselves and are inspired to do their best work every day. We invite people of all backgrounds and identities to apply for this position and join the Homage Community.