Urgent Hiring: Care Connection Officer

Position Title: Care Connection Officer

Company:
Tender Loving Care Aged Care via Emapta Philippines

Location:
Permanent Work From Home

Working Hours:
6:00 AM – 3:00 PM PH Time (AU Client)

Salary Range:
PHP 20,000–25,000

Employment Type:
Full-time

Reports To:
Customer Service Coordinator

This role needs to be filled ASAP

Purpose of the Role

The Care Connection Officer is the welcoming voice of
Tender Loving Care Aged Care
, providing compassionate, professional, and accurate support to older Australians, their families, and referrers.

Based in the Philippines, this role is responsible for managing inbound and outbound calls, handling initial enquiries, recording client information, and ensuring seamless communication between clients and
Tender Loving Care's
Australian teams.

The Care Connection Officer ensures every caller feels heard, respected, and supported, reflecting
Tender Loving Care's
purpose:
To help people live safely, independently, and with dignity in their own homes.

Key Responsibilities

Client Connection & Communication

• Answer inbound calls in a professional, friendly, and empathetic manner.
• Conduct outbound calls to follow up on client enquiries, collect information, and confirm service details.
• Listen carefully to understand the caller's needs, providing clear and accurate information about
  Tender Loving Care's
  services.
• Transfer or escalate calls to the appropriate Australian team when necessary.
• Maintain a calm, patient, and respectful tone at all times, especially when speaking with older clients or families in distress.

Information & Data Management

• Accurately record all client interactions in the CareVision system.
• Update and maintain client data to support care coordination, billing, and compliance processes.
• Ensure all notes and records are complete, factual, and compliant with Australian privacy standards.
• Prepare daily and weekly call reports and contribute to performance tracking.

Collaboration & Team Support

• Work closely with
  Tender Loving Care's
  Australian Customer Service and Aged Care Coordination teams to ensure smooth handover of client information.
• Attend regular virtual team meetings and training sessions.
• Support colleagues within the Philippines team by sharing knowledge and fostering a culture of teamwork and kindness.
• Provide feedback and suggestions for service improvement and process efficiency.

Scope & Boundaries

• Provides non-clinical customer service support only.
• Does not make decisions regarding care planning, funding, or assessments these are handled by Australian staff.
• Must adhere to
  Tender Loving Care's
  Privacy Policy, Data Security protocols, and Aged Care Quality Standards in all communications.
• Ensures confidentiality of client data and professional representation of the
  Tender Loving Care
  brand at all times.

Qualifications & Requirements

• Minimum
  2 years of call centre or customer service experience
  (inbound and outbound).
• Excellent English communication skills
  — both written and verbal.
• Strong understanding of
  Australian culture, clients and communication style.
• Proficiency in CRM or call management systems (CareVision experience an advantage).
• High attention to detail, active listening, and empathy when communicating with older clients.

Preferred Experience

• Experience supporting
  Australian-based accounts
  or
  aged care/disability clients.
• Background in
  healthcare, customer service, or administrative support.

Why Join Tender Loving Care Aged Care via Emapta?

• Permanent
  work-from-home
  setup
• Opportunity to support a respected
  Australian Aged Care provider
• Competitive and stable full-time employment
• Supportive, inclusive, and purpose-driven culture