Onboarding Business Partner

4 weeks ago

Sydney, New South Wales, Australia Mable Full time

About This Role

We are seeking a highly skilled Onboarding Business Partner to join our Home Made team. As a key member of our customer onboarding process, you will play a critical role in delivering an exceptional customer experience.

Key Responsibilities

  • Work closely with our initial customer qualifying team to onboard Home Made 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 customer's risk profile.
  • 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 Home Made Customer Portal.
  • Work with customers to recognise existing and required capabilities to support their self-management journey, including leveraging the Home Made 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 Home Made 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.

About You

  • You have excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
  • You are able to work in a fast-paced environment, prioritising tasks and managing multiple deadlines.
  • You have a strong understanding of the aged care sector and the Home Care Package program.
  • You are passionate about delivering exceptional customer service and promoting customer choice and control.
  • You have excellent problem-solving and analytical skills, with the ability to think critically and make informed decisions.
  • You are comfortable using technology, including Google Suite, Salesforce, and cloud-based contact centre software.
  • You have a strong commitment to quality and safety, with the ability to identify and report potential risks and hazards.
  • You are able to work collaboratively as part of a team, contributing to quality improvement and risk management initiatives.

What We Offer

  • A supportive and inclusive work environment.
  • Ongoing career development opportunities.
  • A competitive salary and benefits package.
  • A flexible and hybrid working arrangement, with the option to work from home or in the office.

How to Apply

We encourage candidates who are passionate about delivering exceptional customer service and promoting customer choice and control to apply for this exciting opportunity.

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