Mable is hiring a
Support Partner

Summary

Join our team as a Support Partner and play a critical role in the ongoing assessment and monitoring of our customer's needs, supporting customers to achieve their goals to live an independent, safe, and fulfilling life at home.

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 have demonstrated skills in dispute resolution, critical thinking, time management and decision making
• 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 are passionate about supporting people to live a full life in their own homes, following a goal-orientated approach to developing and updating 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 and experience troubleshooting
• 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

• Manage a caseload of Home Care Package customers who have chosen one of the HomeMade self-management products by delivering high-quality care-management services
• Work with customers to recognise existing and build new 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
• Efficiently utilise available resources for customer education and to drive rapid adoption of the HomeMade platform
• Monitor, review and develop assessment and support plans in collaboration with customers and their representatives, making recommendations to customers in a way that promotes independence and considers a customers risk profile
• Accountable for responding to changes in customer circumstances during their time with HomeMade
• Accountable for the ongoing management of customer profiles and documentation, ensuring that they are up to date, complete and accurate
• Responsible for partnering with customers and their representatives to ensure that Home Care Package funds are spent in line with the HomeMade support plan and budget
• Ensure the timely and accurate completion of other customer case management activities including, responses to customer requests, emails and calls and the completion of identified referrals
• Work in partnership with the Onboarding 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 customers through proactive and reactive communications including answering inbound customer calls into the contact centre when required
• Uphold and delivery of services 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