Support Partner

4 months ago

Melbourne, Australia Mable Full time

**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.

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.
- 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

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