About this role
Key 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.
Your Skills and Experience
- You build trust and rapport quickly - a strong communicator who listens deeply and connects with people from all walks of life.
- You deliver high-quality customer service and thrive on helping customers feel confident, informed, and supported.
- You’re comfortable discussing care needs, budgets, and funding in a way that promotes independence and choice.
- You have a practical, empathetic approach and are skilled in resolving issues, making decisions, and managing time effectively.
- You're tech-savvy, adaptable, and confident using tools like Google Workspace, Salesforce, and cloud-based systems.
- You work well independently and in a team, meeting KPIs while supporting shared goals.