Service Coordinator (Healthcare)

Position: Service Coordinator
Location: Baclaran, Paranaque City
Work setup & shift: Flexible work arrangement & Day shift

Why join us?
You'll have:

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses*
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:
As a Service Coordinator, you will:
Phone Management & Business Contact Point

Serve as the first point of contact for all incoming business phone calls, ensuring professional and polite communication.
Manage incoming client and provider inquiries, directing them to the appropriate team member or department as required.
Maintain accurate records of client and provider interactions, ensuring all communications are documented appropriately.
Ensure calls are answered promptly and professionally, providing a high standard of customer service to clients, families, and service providers.
Assist in triaging client needs over the phone and escalating urgent matters appropriately.

Additional Responsibilities:
1. Onboarding and Documentation Management:

Complete onboarding process and initial client setup with comprehensive client information in the care management software and Sensible Care's online file management system.
Collect health summaries and any other health documentation from clients' general practitioners, discharge planner as part of the onboarding process and upon a request by a Care Manager.
Ensure accurate and thorough documentation of clients' information, service status, and updates.
Ensure correct entry of compliance documents and dates and all required documentation is provided by the Care Manager.
Liaise with Care Manager for any documentation non-compliance issues and update as needed under the Care Manager’s guidance.

2. Rostering and Service Coordination:

Prepare client’s roster as per the Plan of Care and Services provided by the Care Manager and in consultation with the Care Manager
Issue referrals to Sensible Care’s Allied Health and Nursing team as devised in the Plan of Care and Services and in consultation with the Care Manager
Communicate with the internal team, rostering team, care managers, and other relevant stakeholders to ensure scheduling aligns with the client’s needs and preferences.
Issue non-clinical referrals and set up services for clients in Visual Care, based on services specified in the client's Initial Assessment and Care Plan (Plan of Care and Services).
Issue external clinical referrals as needed and in consultation and under guidance from a Care Manager
Identify a suitable, compliant and most cost-effective service provider

3. Ongoing Support and Referral Management:

Manage non-clinical referrals on an ongoing basis, ensuring that clients receive timely and appropriate services.
Coordinate the purchase of aids, equipment, and consumables under the guidance of the Care Manager, ensuring client needs are met.
Work with Sensible Care’s partner organisations to convert any recommended products to the partner’s product.
Identify suitable service providers, source cost effective service providers and engage in their management.
Actively manage service provider compliance and performance by logging any compliance or service delivery matters in the provider’s Incident Management System.
Liaise with service providers to verify charges, addressing any discrepancies as needed.
Provide a report to the Management Team on the service providers suitability, performance on a regular basis.
Assist to collect client communication notes as activity records for Care Management claims.
Assist Care Management Team in client budget management activities.

4. Client and Stakeholder Communication:

Maintain a polite and professional demeanour in all interactions, ensuring that clients feel respected and valued.
Facilitate effective communication to address any issues, provide updates, and share relevant information across all involved parties.
Document all communications in the care management system ensuring full transparency and accountability.
Ensure notes are accurate and follow the client documentation requirements

5. Quality and Continuous Improvement Initiatives:

Collaborate with the broader team to actively identify opportunities for quality improvement and contribute to implementing best practices.
Ensure all documentation is accurately maintained, and draft reports for Management Team.
Engage in feedback collection activities as required and instructed by the Management Team.
Enter all feedback and Incidents as identified into Sensible Care’s Incident Management System.
Adhere to Sensible Care’s policies and procedures.

6. Relationship Building and Business Development:

Foster strong relationships with client groups, referral sources, and community organisations.
Actively participate in business development activities to promote Sensible Care’s services within the community.

7. Other tasks:

Be prepared to undertake other tasks requested by the Management Team.

What You Need:
Non-negotiables

At least 2 to 3 years of CSR fulfillment experience in health care and/or aged care services industry
Client management experience and demonstrated ability to manage adversity effectively is a must
Sound understanding of personnel scheduling and rostering tasks in a dynamic environment.
Sound understanding of community healthcare and/or aged care services and experience in service coordination.
Exceptional English communication skills both verbal and written

Preferred skills/expertise

Ability to communicate effectively and politely with clients, team members, healthcare professionals, and external service providers.
Experience working as a healthcare and disability service provider would be an advantage.
Strong time management skills to handle multiple tasks, meet deadlines, and manage competing priorities effectively.
Ability to develop and maintain positive relationships within the team, with clients, service providers, and other stakeholders.
High level of accuracy in documenting client information, service updates, and other essential data in the systems.
Competence in using general computer applications, with a willingness to learn our care management software package, including Visual Care