Onboarding Specialist

3 weeks ago

Melbourne, Victoria, Australia Mable Full time
About Mable

Mable is a health-tech start-up that specializes in transforming home care in Australia through its innovative approach. As a related entity to HomeMade, Mable shares a vision for self-management and provides a range of services to support individuals in achieving their goals while living at home.

Job Summary

We are seeking an experienced Onboarding Specialist to join our team. The successful candidate will be responsible for the onboarding of customers, coordinating responses to incidents, managing changes or deterioration in customers' conditions, and ensuring continuous support through regular reviews.

Key Responsibilities
  • Onboarding of Customers:
    • Conduct initial assessments and onboarding for new customers.
    • Develop individualized care plans in collaboration with customers and their families.
    • Provide information about available services.
  • Service Coordination:
    • Coordinate service delivery to ensure customers receive timely and appropriate support.
    • Respond to incidents and manage changes or deterioration in customers' conditions.
    • Refer customers for higher-level care assessments when necessary.
    • Conduct annual reviews for customers to ensure continued suitability of services.
  • Incident Management:
    • Act as the primary contact for responding to incidents involving customers.
    • Document incidents accurately and take appropriate actions to address and resolve issues.
    • Escalate complex cases to the Team Leader.
  • Customer Monitoring and Review:
    • Monitor customer progress and adjust care plans as needed.
    • Conduct regular follow-ups and reviews to ensure customer needs are being met.
    • Provide ongoing support and address any concerns or changes in customers' circumstances.
  • Portal Management:
    • Manage the portal to ensure all customer information is up to date and accurate.
    • Maintain records of customer interactions, care plans, and service delivery.
    • Generate reports and provide data as required for compliance and quality assurance.
Requirements
  • 2+ years of experience in a high-volume customer service environment.
  • High level of attention to detail and ability to manage multiple tasks efficiently.
  • Compassionate and customer-focused with a genuine commitment to enhancing the lives of older people.
  • Excellent communication, interpersonal, and organizational skills.
  • Ability to work independently and as part of a team.
  • Proficiency in using customer management systems and Google suite.
  • Desirable but not essential: Knowledge of community resources and services for older Australians.
About Us

Mable is a contemporary and customer-focused business that values diversity and welcomes all people regardless of lifestyle, ethnicity, faith, sexual orientation, and gender identity. We are an efficient and supportive organization that works in a family-friendly environment.

We are committed to creating a culture of greater inclusion and providing ongoing career development opportunities. Our team is passionate about making a difference in the lives of our customers, and we are looking for like-minded individuals to join us.

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