Quality Specialist

**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 a Quality Specialist to join our Quality and Safeguarding team.

As a Quality Specialist, you will play a critical role in ensuring the delivery of high-quality services and support to HomeMade customers by effectively managing incidents and complaints in accordance with regulatory requirements and organisational policies. You will also play an integral part in the HomeMade internal audit function, which helps the business to identify areas for improvement. The Quality Specialists assist HomeMade to be prepared for external audits and support the business through a Quality Audit.

**Key Responsibilities**:

- Work with customers, their representatives, and internal teams to respond to and investigate incidents and complaints and achieve resolution within required timeframes
- Follow best practice complaint management processes to deliver positive outcomes for HomeMade customers and the business
- Ensure all incidents and complaints are recorded and maintained within the Incidents and Complaints Management Systems
- Work with external service providers to investigate complaints relating to provision of service and support, gathering information within the required timeframes
- Provide support and guidance to HomeMade staff when they are investigating and managing internal complaints, before they have been escalated to the I&C team
- Investigate and prepare formal responses for escalated complaints to external bodies
- Investigate and prepare formal responses, in short time-frames for reportable incidents under the Serious Incident Response Scheme (SIRS)
- Working under the direction of the Quality Manager to provide support and guidance on mitigation strategies and ‘closing the loop’ for incidents
- Preparation of feedback and complaints reports using insights gathered on all complaints, compliments and general feedback Identify gaps in process, or areas for improvement and escalate appropriately
- Assist with managing and mitigating customer and business risk
- Support the business and engage with opportunities for improvement where required
- Complete file audits and phone audits on a regular basis in line with the HomeMade internal audit schedule
- Working under the direction of the Quality Manager to assist with cross-functional team support in addressing gaps identified through auditing
- Have a strong understanding of the Quality Standards and Strengthened Standards (when implemented) and requirements for compliance against these
- Developing positive and collaborative working relationships with team members and internal and external stakeholders. Promoting open disclosure and fostering a safety and quality culture.
- Carry out additional tasks within the Quality team as required by the Quality Manager

**Your skills and expertise**:

- Experience in a relevant field such as Social Work, Health Sciences, or Public Administration is well-regarded, though not essential.
- Exposure to incident and complaint management within Aged Care, the NDIS, or similar healthcare settings.
- An understanding of the role internal audit plays in relation to continuous improvement and enhanced quality of the care and services we provide.
- Sound knowledge or a willingness to learn and self-educate on regulatory frameworks and quality standards applicable to the Aged Care sector.
- Strong analytical and problem-solving skills, with the ability to support the business to implement effective solutions.
- Excellent communication and interpersonal skills, with the ability to interact professionally and collaborate with a diverse range of stakeholders.
- Strong written communication skills
- Demonstrated ability to work independently, prioritise tasks, and manage competing priorities effectively.
- Ability to work within a small team to offer support to peers balancing shared workload.
- High level of integrity and confidentiality, with a commitment to upholding ethical standards in all aspects of work.
- Ability to complete tasks within short time frames
- Attention to detail, customer-centric and a passion for continuous improvement is a must

**Who you will be workin