Onboarding 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 an Onboarding Specialist you'll be responsible for the onboarding of customers, coordinating responses to incidents, managing changes/deterioration in customers, and ensuring continuous support through regular reviews.

You will also handle referrals for higher level care assessments and manage the portal to ensure accurate and timely information. This role requires excellent communication skills, attention to detail, and a customer-centred approach to care.

This position is a Full-time on a 9-12 month contract basis.

Key Responsibilities

Onboarding of Customers:

• Conduct initial assessments and onboarding for new customers.
• Develop individualised 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.

Skills and Experience

• 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 organisational 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.

Who you will be working with

You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment.

The values we live by

🫶🏼PUT PEOPLE FIRST - People and relationships matter most

🪁 FOSTER FREEDOM - Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions

💖DO THE RIGHT THING - What is fair, honest, open, ethical, and transparent

💡BE BOLD - With a vision to imagine and create a brighter future

Life at HomeMade

🏠 Hybrid set-up - Work from home or in the office (depending on what suits your circumstance). Our Head Office is situated within the Hilton Hotel, in Sydney's CBD.

💕 We care - Be surrounded by a supportive, family-friendly working environment.

🪴 Keep growing with us - Ongoing career development opportunities.

🎉Floating Public Holidays - Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion.

🙋🏼‍♂️ Volunteer day - One paid day per calendar year to volunteer for your community. We encourage you to volunteer in the disability or aged care sector, but it’s your choice!

🌴 Flexi Leave Days - Enjoy 2 paid days each calendar year to focus on your health and wellbeing.

❤️‍🩹 Employee Assistance Program - A 24/7 service that includes counselling for you and your immediate family.

👨🏻‍👩🏻‍👧🏻‍👦🏻 Improved parental leave - We support our employees through their parental leave journey to enable them to balance work and family matters and successfully transition to their new life stage as working parents.

We are one

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.

If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well just bring something to HomeMade that we are looking for!

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.