Onboarding Partner

Key Responsibilities:

• Collaborate with the customer qualifying team to ensure a seamless onboarding experience for HomeMade customers.
• Conduct welcome calls and complete comprehensive virtual assessments using a wellness and enablement approach.
• Develop personalised care and support plans, making recommendations that promote independence and consider each customer’s risk profile.
• Co-design budgets for supports and services available through Home Care Package (HCP) funding.
• Ensure customers and their representatives have the information and guidance needed to make informed choices and decisions.
• Use available education resources to promote rapid adoption of the HomeMade Customer Portal.
• Support customers in building the skills and confidence to self-manage their care, including onboarding their preferred support providers to maximise the use of their funding.
• Complete all onboarding activities - including assessments, plans, and customer communications - accurately and on time.
• Work collaboratively with Support Partners, Service and Support, and Clinical teams to deliver high-quality outcomes.
• Actively participate in quality improvement and risk management initiatives.
• Provide proactive and responsive communication to customers via phone, email, and virtual meetings.
• Uphold the responsibilities of the role in line with the Aged Care Act and Aged Care Quality Standards.

Your Skills and Experience

• A natural ability to build relationships and rapport quickly; you’re a people-person and a good listener.
• Pride in delivering exceptional customer service, finding satisfaction in helping others.
• Strong written and verbal communication skills - you articulate clearly and confidently.
• Comfort in discussing finances and budgets with customers in a transparent and supportive way.
• An empathetic approach to work, ensuring customers are supported to maintain choice and control and to live safely at home.
• Demonstrated skills in dispute resolution, critical thinking, time management and decision making.
• A customer-service focus with excellent communication skills that drive positive outcomes.
• Passion for helping people live full lives in their own homes—using a goal-oriented approach when developing support plans with customers.
• Self-motivation and enjoyment in working both within a team toward shared goals and individually against deadlines and weekly KPIs