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Position: Care Coordinator
Location: Metro Manila
Work setup & shift: Remote | Day Shift
Why join MicroSourcing ?
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.
Role Overview:
The Care Coordinator plays a key role in supporting older people receiving Home Care Package and Support at Home services to live safely, independently, and with dignity in their own homes. This role is responsible for delivering high-quality service coordination, including client onboarding, scheduling and rostering, referral management, documentation, and clear, respectful communication with clients, families, and providers. The Care Coordinator ensures that services are organised, goal-aligned, culturally inclusive, and responsive to each client's needs and preferences, while upholding the principles of supported decision-making, wellness, reablement, and dignity of risk
In managing a caseload of clients with low to moderately complex needs, the Care Coordinator also performs key functions such as gathering information for assessments and care plans, identifying early signs of deterioration, supporting risk assessments, coordinating care plan reviews, and monitoring service outcomes to ensure safety and quality. The role promotes trauma-informed, culturally safe practice in all interactions and collaborates closely with the broader team to ensure compliance with organisational policies, WHS requirements, and quality and safety standards. Through these responsibilities, the Care Coordinator contributes to a high-performing, client-centred service model that delivers consistent, safe, and effective Support at Home services
What You'll Do:
Client Onboarding & Initial Information Gathering
Conduct onboarding intake and complete client setup in the care management system.
Gather all relevant documentation, including health summaries, hospital discharge notes, allied health recommendations, cultural needs, identity preferences, communication needs, and existing informal/formal supports.
Explain the Support at Home program, service list, approved supports, pricing structure, rights, responsibilities, and the client's Support Plan in a clear, trauma-informed manner.
Ensure all onboarding interactions reflect:
trauma-informed communication culturally safe practice supported decision-making respect for identity, autonomy, and dignity transparent discussion of services and options
Identify any risks or early signs of deterioration during onboarding and escalate promptly.
Support the client to understand and complete care planning documents
Outcome: Clients feel respected, understood, informed, culturally supported, and emotionally safe from the first point of contact.
Supporting Care Planning & Reassessment
Gather information for assessments across functional, clinical, social, cultural, environmental, behavioural, and safety domains.
Support the development and review of Individualised Support Plans and quarterly budgets, ensuring goals and preferences are documented using supported decision-making principles.
Assist clients to understand their plan, budget, approved services, and care options.
Coordinate and schedule reassessments when:
needs evolve conditions change goals have been met or require updating emerging risks or deterioration is identified
Assist in collecting risk information, documenting risk themes, and contributing to risk mitigation strategies under clinical direction.
Ensure all plan updates reflect wellness and reablement principles.
Monitoring of Wellbeing, Risks & Early Deterioration
Conduct monthly client touchpoints early in the care journey and additional monitoring as clinically appropriate.
Monitor client wellbeing by communicating with clients, workers, family members, supporters, and providers.
Identify early signs of deterioration (physical, cognitive, emotional, social) and escalate promptly.
Support updating of risk profiles, safety plans, and care plans following clinical direction.
Assist in implementing and tracking risk mitigation strategies over time.
Review client notes regularly to identify changing needs or risks.
Record incidents and assist with follow-up documentation (not investigation, which is excluded)
Coordination of Services, Rostering & Scheduling
Coordinating the safe, timely commencement of services following onboarding.
Communicating service preferences, cultural needs, worker preferences, and schedule options to the rostering team
Communicating with support workers, allied health clinicians, nursing staff, and external providers about client needs and wellbeing.
Issuing internal and external referrals in line with SaH rules and client needs.
Organising approved aids, equipment, and consumables within SaH/HCP guidelines.
Supporting continuity of care and ensuring clients are notified of service changes.
Facilitating transitions in/out of hospital, respite, short term restorative care, or other settings and ensuring continuity of care through timely communication and documentation.
Client & Family Communication
Provide respectful, trauma-informed, culturally safe, and transparent communication with clients and families.
Support clients to understand their service options, risks, and preferences using supported decision-making principles.
Arrange interpreters, translated materials, and communication aids when required.
Assist clients to express feedback
Maintain accurate, real-time progress notes and documentation.
Outcome: Clients and families feel heard, supported, informed, and empowered.
Monthly Client Touchpoints & Feedback Collection
Conduct or coordinate monthly touchpoints during initial engagement or when clinically appropriate thereafter.
Collect and document client feedback, themes, issues, preferences, and suggestions.
Escalate concerns promptly to senior staff.
Identify opportunities to increase wellness- and goal-aligned service utilisation.
Budget & Financial Support Activities
Monitor client budgets.
Identify and flag risks of overspending and support corrective planning.
Assist in ordering approved consumables in line with SaH/HCP inclusion rules.
Resolve billing questions with the finance team.
Identify opportunities to maximise reablement-aligned service delivery within budget.
Maintain accurate, high-quality documentation and ensure digital integrity in our compliance software Visual Care.
Promote a safe reporting culture free from fear of retaliation.
Support WHS, infection control, safe environment practices, and hazard identification.
Participate in quality audits, reviews, incidents follow-up, and improvement activities.
Ensure compliance with:
Aged Care Act 2024
Strengthened Quality Standards
Aged Care Code of Conduct
Statement of Rights
Organisational policies
Support improvements in care processes, service delivery, and client experience.
Relationship Building & Stakeholder Engagement
Build trusting, respectful relationships with clients, families, advocates, and supporters.
Liaise with external providers to ensure coordinated, high-quality service delivery.
Participate in multidisciplinary meetings, internal case discussions, and handovers.
Promote Sensible Care services ethically and professionally
What You'll Do:
Essential
Excellent Communication Skills in English (Written and Verbal):
Ability to communicate effectively and politely with clients, team members, healthcare professionals, and external service providers.
Background in healthcare and nursing is highly regarded
Sound understanding of community healthcare and/or aged care services
Time Management and Planning:
Strong time management skills to handle multiple tasks, meet deadlines, and manage competing priorities effectively.
Interpersonal Skills:
Ability to develop and maintain positive relationships within the team, with clients, service providers, and other stakeholders.
Attention to Detail:
High level of accuracy in documenting client information, service updates, and other essential data in the systems.
Computer Proficiency:
Competence in using general computer applications, with a willingness to learn our care management software package, including Sensible Care's care management software Visual Care.
Compliance Requirements:
The role requires the successful candidate to have or obtain a national police check due to the management nature of the position in the aged care sector.
Compliance with Aged Care Act 2024, Code of Conduct, Statement of Rights, and all Sensible Care policies
Adherence to WHS and infection control requirements
Participation in continuous improvement and training
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About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing , equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!