Support Partner

4 weeks ago

Brisbane, 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 General Support Partners to join our team. Our Support Partners play a critical role in developing support plans that meet our client's needs and 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 through educational options for self-management, engage in health assessments, and support them to develop a team of carers that fits within their budgets and personalised needs.

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 from home and have a great work-life balance. HomeMade is a relatively young business offering something new in the HCP marketplace. As a result, you also have the opportunity to identify opportunities for service innovation and take a proactive approach to implementation.

**Role Responsibilities**:

- Be the primary point of contact for consumers, representatives and service providers in the HomeMade network.
- Manage a caseload of self-managed Home Care Package customers by providing oversight and support with package management functions.
- Conduct online assessments, support (care) planning & make recommendations for customers accessing HomeMade services.
- Ensuring that the customers and their representatives are provided with the information required to make informed choices and decisions.
- Develop individual support plans, and provide community resources to ensure quality care.
- Work with customers to recognise existing and build new capabilities to support their self-management journey including leveraging the HomeMade platform and onboarding their chosen support providers.
- Accountable for leading customers care plans and monitoring 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.
- 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 and gain great satisfaction in providing amazing customer service.
- You have exceptional written and verbal communication skills.
- You are comfortable discussing finances and budgets with customers.
- You will work with empathy, to ensure the customer is being held and supported to be self-sufficient and live independently.
- Your communication skills and customer service focus drives positive outcomes.
- You are passionate about supporting people to live a full life in their homes, undertaking a goal-orientated approach to developing and updating clinical and nonclinical support plans with customers.
- You enjoy working in a team towards team goals, 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.

**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**

**\uD83E\uDEF6\uD83C\uDFFCPUT PEOPLE FIRST - **People and relationships matter most

**\uD83E\uDE81 FOSTER FREEDOM -** Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions

**\uD83D\uDC96DO THE RIGHT THING -** What is fair, honest, open, ethical, and transparent

**\uD83D\uDCA1BE BOLD - **With a vision to imagine and create a brighter future

**L

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