Remote Onboarding Coach

Summary

Join a health tech company positively impacting the disability sector as an Onboarding Coach, guiding new participants through their first steps with Provider Choice in their corner as they navigate the NDIS.

Requirements

• Communicates with clarity and empathy, able to break down complex NDIS processes in a way that’s easy to understand
• Has NDIS experience and knowledge—this is essential to ensure you can confidently guide participants through their onboarding journey
• Thrives in and enjoys a phone-based role, where you’ll be engaging with participants, support coordinators, and other stakeholders daily
• Has exceptional time management skills and can juggle multiple onboarding journeys without missing a beat
• Pays great attention to detail, ensuring every step of the process is accurate and seamless
• Works well in a collaborative, team-first environment, always willing to lend a hand and support others
• Loves a fast-paced, ever-changing environment, where no two days are the same
• Enjoys creative problem-solving and thinking on your feet, especially when faced with the complexities of the NDIS
• Brings a ‘Big Heart’, patience, and resilience to help participants and their support networks through every stage of the onboarding process

Responsibilities

• Owning the onboarding journey: Be the friendly face and trusted guide for new participants, from contract sign-up to system integration
• Collaborating for success: Work hand-in-hand with the Plan Management team to ensure seamless handovers, delivering a great customer experience every step of the way
• Nurturing relationships: Foster strong connections with NDIS Support Coordinators, driving customer retention and satisfaction through ongoing engagement and care
• Being the NDIS expert: Provide participants with the knowledge they need about the NDIS, empowering them to take control of their plans and make the most of their funding
• Creating a personalised journey: Profile each customer to ensure their unique needs are met, setting them up for long-term success with Provider Choice
• Managing multiple journeys: Oversee and keep multiple onboarding journeys on track, ensuring that each participant’s experience progresses smoothly through various stages, no matter where they are in the process
• Supporting evolving processes: Continuously contribute to refining the onboarding process, helping design and implement service strategies, tools, and tech to improve the experience for all