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.
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As HomeMade grows and scales at a rapid rate, we are looking for multiple Support Partners to join our team.
Our Support Partners play a critical role in the ongoing assessment and monitoring of our customer's needs to support customers to achieve their goals to live an independent, safe, and fulfilling life at home.
Through the provision of individualised case management, you will build relationships with customers and families, including through educating them on options for self-management, completing comprehensive assessments and reviews, responding appropriately to changed needs with updated support plans, and providing guidance and enablement for them to effectively implement their agreed plans.
We work in a virtual environment which means your excellent rapport-building skills, consultative manner, and aged care knowledge will immediately add value to our customers. This also enables you to work flexibly with a mix of home and office to have a great work-life balance.
Key Responsibilities
- Manage a caseload of Home Care Package customers who have chosen one of the HomeMade self-management products by delivering high-quality care-management services.
- Work with customers to recognise existing and build new 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.
- Efficiently utilise available resources for customer education and to drive rapid adoption of the HomeMade platform.
- Monitor, review and develop assessment and support plans in collaboration with customers and their representatives, making recommendations to customers in a way that promotes independence and considers a customers risk profile. This includes co-developing and monitoring a robust budget for support and services available through their Home Care Package funding.
- Accountable for responding to changes in customer circumstances during their time with HomeMade.
- Accountable for the ongoing management of customer profiles and documentation, ensuring that they are up to date, complete and accurate.
- Responsible for partnering with customers and their representatives to ensure that Home Care Package funds are spent in line with the HomeMade support plan and budget.
- Ensure the timely and accurate completion of other customer case management activities including, responses to customer requests, emails and calls and the completion of identified referrals.
- Work in partnership with the Onboarding 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 customers through proactive and reactive communications including answering inbound customer calls into the contact centre when required.
- Uphold and delivery of services 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 have demonstrated skills in dispute resolution, critical thinking, time management and decision making.
- 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 are passionate about supporting people to live a full life in their own homes, following a goal-orientated approach to developing and updating 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 and experience troubleshooting.
- 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 - We’re a hybrid workplace, balancing time in the office with remote work.
💕 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.
🌴 Flexi Leave Days - Get one extra paid leave day per quarter for what makes you happy.
❤️🩹 Employee Assistance Program - A 24/7 service that includes counselling for you and your immediate family.
👶 Access parental leave - Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
🖥️ Hybrid set up allowance - Create your perfect home office setup! Whether it’s a comfy chair, a second screen, or faster Wi-Fi, we support you in making your home office more comfortable.
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.
