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Service Coordinator

Service Coordinator

MableCity of Melbourne, Victoria, Australia
3 days ago
Job description

About HomeMade

HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self‑manage their service providers with the assistance of our clinical and customer support teams.

Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.

By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.

About The Role

As a Service Coordinator, you'll play a key operational role in connecting clients with the right supports and services to meet their needs.

Working closely with our Customer Support, Onboarding, Support Partner, Clinical, and Service Coordination teams, you'll bring each new client's care plan to life – coordinating service delivery, engaging quality providers, and ensuring a smooth activation of care.

You’ll be the connection point that makes care happen – coordinating services, engaging providers, and ensuring each client's supports are delivered seamlessly.

Key Responsibilities

  • Create and configure new client accounts.
  • Review client information, assessments, and care plans to understand service requirements.
  • Coordinate the setup of in‑home and clinical services in line with approved care plans.
  • Post and manage job opportunities, review provider availability, and facilitate referrals to suitable workers and agencies.
  • Liaise with providers to confirm schedules, rates, and service details.
  • Ensure bookings, confirmations, and provider information are accurately recorded.
  • Support continuity of care by managing service updates and rescheduling as needed.

Client and Provider Liaison

  • Act as a consistent and professional point of contact for clients, families, and providers.
  • Communicate clearly and empathetically to confirm details, resolve issues, and manage expectations.
  • Escalate clinical, financial, or safeguarding matters to the appropriate internal team.
  • Maintain proactive communication across internal teams to ensure service readiness.

    • Quality, Compliance and Administration

  • Ensure all coordination activity complies with the Aged Care Act, Aged Care Quality Standards, and HomeMade policies.
  • Accurately document communications, bookings, and updates in Salesforce.
  • Monitor workflow queues and turnaround times to meet KPIs.
  • Identify and report potential service or provider risks promptly.
  • Participate in quality reviews, process improvements, and team huddles.

    • Collaboration and Continuous Improvement

  • Work collaboratively with Support Partners and Clinical teams to ensure care delivery meets assessed needs.
  • Provide feedback to Onboarding and Service Provider teams to improve referral quality.
  • Contribute to refining workflows, templates, and scripts for coordination efficiency.

    • Your Skills And Expertise

  • Excellent communication skills – warm, clear, and professional.
  • Strong attention to detail and accuracy in documentation.
  • Confidence in managing multiple tasks across systems and priorities.
  • A proactive and dependable approach with strong follow‑through.
  • Comfort working with older Australians and their families.
  • Collaboration skills and the ability to work within cross‑functional teams.
  • Tech confidence with Google Workspace, Salesforce, and cloud‑based tools.
  • Motivation to contribute to a purpose‑driven team.

    • Our Values

    Put People First – People and relationships matter most.

    Foster Freedom – Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions.

    Do The Right Thing – Be fair, honest, open, ethical, and transparent.

    Be Bold – With a vision to imagine and create a brighter future.

    Benefits

  • Power your career – learn from industry experts, experienced leaders, and on‑the‑job opportunities.
  • Access parental leave – get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
  • Work with flexibility – we’re a hybrid workplace, balancing time in the office with remote work.
  • Flexi Leave Days – get one extra paid leave day per quarter for what makes you happy.
  • Take a floating public holiday – acknowledge a significant day your way with family and friends.
  • Be rewarded – celebrate wins and recognise great performance with an easy and accessible reward and recognition program.

    • Equal Opportunity

    We are one – as an organisation, we celebrate our diversity and welcome all people, regardless of family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

    If this role has stood out to you but you don’t feel like you tick all the boxes, we strongly encourage you to apply nonetheless. We value diversity in experience and you might just bring something we’re looking for to our organisation!

    Artificial Intelligence

    We may use artificial intelligence tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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