Remote Quality Specialist
at Mable

Summary

Join our team as a Quality Specialist at HomeMade, a health-tech start-up transforming home care in Australia. 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.

Requirements

• 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
• Emotional Resilience to handle difficult subject matter
• Attention to detail, customer-centric and a passion for continuous improvement is a must!

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

Benefits

• Hybrid set-up - Work from home or in the office (depending on what suits your circumstance)
• 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
• 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