Support Partner

Key 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. This includes co-developing and monitoring a robust budget for support and services available through their Home Care Package funding.
• 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.  

Skills and Experience

• 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.
• Experience in a case management or customer service environment is preferred and knowledge of the aged care sector will be well-regarded.