Onboarding Partner QLD

3 days ago

Brisbane, Australia Be Recruitment Full time
  • Do you live within 1 hour of Brisbane or the Sunshine Coast?
  • Are you a customer focused, positive and motivated person?
  • Do you want an entry level role with career prospects in a growing organisation?

About HomeMade:
HomeMade, a related entity to Mable, operates as a distinct business with a shared vision for self-management. Revolutionising home care in Australia, HomeMade employs a creative approach to assist individuals in achieving their goals while residing at home.

As a recognised provider specialising in self-management, we collaborate with our customers to craft personalized support plans, empowering them to retain control over their package, funding, and overall support. With HomeMade experiencing rapid growth and expansion, we are currently seeking Onboarding specialists to join our team across the East Coast of Australia.

The Role:
As HomeMade grows and scales at a rapid rate, we are looking for Onboarding Partners to join our team.Our Onboarding Partners play a critical role in conducting initial assessments and onboarding our customers to help them to meet their needs and goals to live independent, safe, and fulfilling lives at home.
 
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 enables you to work flexibly from home and have a great work-life balance.

Your Impact:

  • Work closely with our initial customer qualifying team to onboard Homemade customers.
  • Conducted 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 customers risk profile.
  • Co-develop a robust budget for support and services available through their Home Care Package funding.
  • 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 HomeMade Customer Portal.
  • Work with customers to recognise existing and required capabilities to support their self-management journey including leveraging the HomeMade 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 HomeMade 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.  

We are looking for individuals with the following skills and experience:

  • You know how to build relationships and rapport quickly, you are a people person and a good listener.
  • You pride yourself on and gain great satisfaction from providing amazing customer service.
  • You have well-developed written and verbal communication skills.
  • You are comfortable discussing finances and budgets with customers.
  • You work with empathy, to ensure the customer is being supported to maintain choice and control and to live safely at home.
  • You have demonstrated skills in dispute resolution, critical thinking, time management and decision making.
  • Your communication skills and customer service focus drives positive outcomes.
  • You are passionate about supporting people to live a full life in their own homes, following a goal-orientated approach to developing support plans with customers.
  • You are self-motivated and enjoy working in a team towards team goals, as well as individual deadlines and weekly KPIs.    

Additionally

  • HomeMade is a technology enabled business, therefore we need tech savvy people who love to learn new things.
  • 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 and knowledge of the aged care sector will be well-regarded.        

Benefits of working for HomeMade
As an organisation we celebrate our diversity and welcome all people regardless of lifestyle, ethnicity, faith, sexual orientation and gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. We are an efficient, contemporary and customer-focused business. 
 
Make an impact | Enjoy being part of a cohesive team with a collaborative culture that values decision-makers and action.
Develop in your career | We provide ongoing training & career development opportunities
We value wellbeing | Our Employee Assistance Program is here to support you in times of need. Team hybrid working arrangements also enable you to balance collaboration with home and family commitments.
 
Role Location
At HomeMade, we believe that collaboration and team connection is key to success. This role can be based in Sydney, Brisbane, Sunshine Coast, or Melbourne (a mix of office/home). We're all about creating opportunities for people, regardless of where they live. 

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