Remote Onboarding Partner

Summary

Join our team at HomeMade, a health-tech start-up transforming home care in Australia, and work closely with customers to onboard them, develop support plans, and ensure timely completion of onboarding activities.

Requirements

• You know how to build relationships and rapport quickly, you are a people person and good listener
• You pride yourself on and gain great satisfaction from providing amazing customer service
• You have well-developed written and verbal communication skills
• You are comfortable discussing finances and budgets with customers
• You work with empathy, to ensure the customer is being supported to maintain choice and control and to live safely at home
• You have demonstrated skills in dispute resolution, critical thinking, time management and decision making
• Your communication skills and customer service focus drives positive outcomes
• You are passionate about supporting people to live a full life in their own homes, following a goal-orientated approach to developing support plans with customers
• You are self motivated and enjoy working in a team towards team goals, as well as individual deadlines and weekly KPIs
• HomeMade is a technology enabled business, therefore we need tech savvy people who love to learn new things
• You need to be confident using Google suite, Salesforce, and cloud-based contact centre software, or can demonstrate an ability to pick similar systems up quickly

Responsibilities

• Work closely with our initial customer qualifying team to onboard Homemade customers
• Conduct welcome calls and complete comprehensive virtual assessments using an enablement and wellness approach
• Develop care and support plans making recommendations to customers in a way that promotes independence and considers a customer's risk profile
• Co-develop a robust budget for support and services available through their Home Care Package funding
• Ensure that customers and their representatives are provided with the information required to make informed choices and decisions
• Efficiently utilise available resources for customer education and to drive rapid adoption of the HomeMade Customer Portal
• Work with customers to recognise existing and required capabilities to support their self-management journey including leveraging the HomeMade Customer Portal and onboarding their chosen support providers to maximise the utilisation of available Home Care Package funding
• Ensure the timely and accurate completion of onboarding activities including assessments, support plans, and responding to relevant customer requests (calls, emails or Portal correspondence)
• Work in partnership with the Support Partner, Service and Support and Clinical teams to deliver a high-quality service and optimise outcomes for customers
• Participate in, contribute to and implement quality improvement and risk management in all aspects of service
• Support HomeMade prospective and existing customers through proactive and reactive communications including communicating via phone, email, and virtual meetings
• Uphold the requirements of your role in accordance with the Aged Care Act and Aged Care Quality Standards

Benefits

• Hybrid set-up - Work from home or in the office (depending on what suits your circumstance). Our Head Office is in Sydney's CBD near Town Hall station
• 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