Onboarding Specialist

3 weeks ago

Melbourne, Victoria, Australia Mable Full time
About the Role

This position is a key part of our team at Mable, a leading health-tech start-up focused on transforming home care in Australia. As an Onboarding Specialist, you will play a crucial role in ensuring a seamless onboarding experience for our customers.

Key Responsibilities
  • Customer Onboarding: Conduct initial assessments and onboarding for new customers, developing individualized care plans in collaboration with customers and their families.
  • Service Coordination: Coordinate service delivery to ensure customers receive timely and appropriate support, responding to incidents and managing changes or deterioration in customers' conditions.
  • Incident Management: Act as the primary contact for responding to incidents involving customers, documenting incidents accurately and taking appropriate actions to address and resolve issues.
  • Customer Monitoring and Review: Monitor customer progress and adjust care plans as needed, conducting regular follow-ups and reviews to ensure customer needs are being met.
  • Portal Management: Manage the portal to ensure all customer information is up to date and accurate, maintaining records of customer interactions, care plans, and service delivery.
Requirements
  • 2+ years 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
About Us

Mable is a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach. We are an approved provider that specializes in self-management, partnering with our customers to create unique support plans that meet their needs and optimize their funds.

We are a contemporary and customer-focused business that works in a supportive family-friendly working environment. Our values include putting people first, fostering freedom, doing the right thing, and being bold.

We offer a hybrid set-up, allowing you to work from home or in our office, depending on what suits your circumstance. We also offer ongoing career development opportunities, floating public holidays, volunteer days, flexi leave days, and an employee assistance program.

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