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.