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Posted 7 months ago

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Onboarding Partner

SydneyOn-siteFull-time

AI Summary

Onboarding Partners guide customers through onboarding, perform virtual assessments, develop care plans, co-design budgets, and support smooth adoption of the HomeMade platform to enable independent living at home.

About this role


HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:

1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
2. We believe in technology as an enabler
3. We’re driven by helping customers attain better outcomes

This position is part of the HomeMade team.

About HomeMade

HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.

Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.

By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.

To find out more, visit https://homemadesupport.com.au/

About the role

As HomeMade grows rapidly, we’re seeking dedicated Onboarding Partners to join our team. You will play a vital role in conducting initial assessments and guiding our customers through the onboarding journey, enabling them to live independent, safe and fulfilling lives at home.

Key Responsibilities:

  • Collaborate with the customer qualifying team to ensure a seamless onboarding experience for HomeMade customers.
  • Conduct welcome calls and complete comprehensive virtual assessments using a wellness and enablement approach.
  • Develop personalised care and support plans, making recommendations that promote independence and consider each customer’s risk profile.
  • Co-design budgets for supports and services available through Home Care Package (HCP) funding.
  • Ensure customers and their representatives have the information and guidance needed to make informed choices and decisions.
  • Use available education resources to promote rapid adoption of the HomeMade Customer Portal.
  • Support customers in building the skills and confidence to self-manage their care, including onboarding their preferred support providers to maximise the use of their funding.
  • Complete all onboarding activities - including assessments, plans, and customer communications - accurately and on time.
  • Work collaboratively with Support Partners, Service and Support, and Clinical teams to deliver high-quality outcomes.
  • Actively participate in quality improvement and risk management initiatives.
  • Provide proactive and responsive communication to customers via phone, email, and virtual meetings.
  • Uphold the responsibilities of the role in line with the Aged Care Act and Aged Care Quality Standards.

    • Your Skills and Experience

  • A natural ability to build relationships and rapport quickly; you’re a people-person and a good listener.
  • Pride in delivering exceptional customer service, finding satisfaction in helping others.
  • Strong written and verbal communication skills - you articulate clearly and confidently.
  • Comfort in discussing finances and budgets with customers in a transparent and supportive way.
  • An empathetic approach to work, ensuring customers are supported to maintain choice and control and to live safely at home.
  • Demonstrated skills in dispute resolution, critical thinking, time management and decision making.
  • A customer-service focus with excellent communication skills that drive positive outcomes.
  • Passion for helping people live full lives in their own homes—using a goal-oriented approach when developing support plans with customers.
  • Self-motivation and enjoyment in working both within a team toward shared goals and individually against deadlines and weekly KPIs

    • Skills

    Aged Care Act ComplianceBudget DevelopmentCare PlanningConflict ResolutionCRM UsageCustomer CommunicationsCustomer OnboardingData Entry And DocumentationFunding (HCP) NavigationPatient/customer Portal OnboardingPlanning And SchedulingQuality ImprovementRisk AssessmentStakeholder CollaborationVirtual Assessments

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