Onboarding Partner
vor 2 Wochen
This is a Onboarding Partner role with one of the leading companies in AU right now 🔥 -- Mable -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at Mable 🧐🧐
**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](https://homemadesupport.com.au/wp-content/uploads/2022/11/Introducing_HomeMade.pdf). ### **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.
🚨🚨 If you don’t think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile.
Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Mable.
✅ Applying here is the first step in the hiring process for this role at Mable.
We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.
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