Onboarding Partner

This role is for HomeMade - a related entity of Mable

HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management. 

We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home.

Leveraging on our technology platform, we are an approved provider that specialise in self-management. We partner with our customers to create unique support plans that meet their needs and optimise their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support.

To find out more, click here.

Key Responsibilities:

• Work closely with our initial customer qualifying team to onboard Homemade customers.
• Conduct welcome calls and complete comprehensive virtual assessments using an enablement and wellness approach.
• Develop care and support plans making recommendations to customers in a way that promotes independence and considers a customers risk profile. Co-develop a robust budget for support and services available through their Home Care Package funding.
• Ensure that customers and their representatives are provided with the information required to make informed choices and decisions.
• Efficiently utilise available resources for customer education and to drive rapid adoption of the HomeMade Customer Portal.
• Work with customers to recognise existing and required capabilities to support their self-management journey including leveraging the HomeMade Customer Portal and onboarding their chosen support providers to maximise the utilisation of available Home Care Package funding.
• Ensure the timely and accurate completion of onboarding activities including assessments, support plans, and responding to relevant customer requests (calls, emails or Portal correspondence).
• Work in partnership with the Support Partner, Service and Support and Clinical teams to deliver a high-quality service and optimise outcomes for customers. 
• Participate in, contribute to and implement quality improvement and risk management in all aspects of service.
• Support HomeMade prospective and existing customers through proactive and reactive communications including communicating via phone, email, and virtual meetings. 
• Uphold the requirements of your role in accordance with the Aged Care Act and Aged Care Quality Standards.

Skills and Experience

• You know how to build relationships and rapport quickly, you are a people person and good listener.
• You pride yourself on and gain great satisfaction from providing amazing customer service.
• You have well-developed written and verbal communication skills.
• You are comfortable discussing finances and budgets with customers.
• You work with empathy, to ensure the customer is being supported to maintain choice and control and to live safely at home.
• You have demonstrated skills in dispute resolution, critical thinking, time management and decision making.
• Your communication skills and customer service focus drives positive outcomes.
• You are passionate about supporting people to live a full life in their own homes, following a goal-orientated approach to developing support plans with customers.
• You are self motivated and enjoy working in a team towards team goals, as well as individual deadlines and weekly KPIs.
• HomeMade is a technology enabled business, therefore we need tech savvy people who love to learn new things.
• You need to be confident using Google suite, Salesforce, and cloud-based contact centre software, or can demonstrate an ability to pick similar systems up quickly.
• Experience in a case management or customer service environment is preferred and knowledge of the aged care sector will be well-regarded.

Who you will be working with

You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment.

The values we live by

🫶🏼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 - What is fair, honest, open, ethical, and transparent

💡BE BOLD - With a vision to imagine and create a brighter future

Life at HomeMade

🏠 Hybrid set-up - Work from home or in the office (depending on what suits your circumstance). Our Head Office is in Sydney's CBD near Town Hall station.

💕 We care - Be surrounded by a supportive, family-friendly working environment.

🪴 Keep growing with us - Ongoing career development opportunities.

🎉Floating Public Holidays - Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion.

🙋🏼‍♂️ Volunteer day - One paid day per calendar year to volunteer for your community. We encourage you to volunteer in the disability or aged care sector, but it’s your choice!

🌴 Flexi Leave Days - Enjoy 2 paid days each calendar year to focus on your health and wellbeing.

❤️‍🩹 Employee Assistance Program - A 24/7 service that includes counselling for you and your immediate family.

👨🏻‍👩🏻‍👧🏻‍👦🏻 Improved parental leave - We support our employees through their parental leave journey to enable them to balance work and family matters and successfully transition to their new life stage as working parents.

We are one

As an organisation we celebrate our diversity and welcome all people regardless of lifestyle, ethnicity, faith, sexual orientation, and 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 across experience and you might well just bring something to HomeMade that we are looking for! 

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.