Account Coordinator (Customer Service)

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 required.
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 skills:

Experience working in health and/or community services.
Relevant industry qualifications in Disability, Aged Care, or Individual Support
Relevant experience in a customer service role, inbound and/or outbound
Talks with individual/clients in AU and books nurse's service; offers other services (a little bit of BD and booking consultant)
Homecare experience in AU is preferred
Someone who has customer service exp for AU or US-based clients

Working setup: onsite
Working days: Sunday - Thursday; Thursday to Monday (7am-3pm AU time/ 4am – 12pm PH Time)

Job Type: Full-time