The Onboarding Partner at HomeMade is responsible for onboarding customers, developing care plans, and ensuring effective communication and support for self-management in home care.
HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:
1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
2. We believe in technology as an enabler
3. We’re driven by helping customers attain better outcomes
This position is part of the HomeMade team.
About HomeMade
HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.
Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.
By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.
To find out more, visit https://homemadesupport.com.au/
About the role
As an Onboarding Partner at HomeMade, you’ll be the first point of contact for new customers, guiding them through a seamless start to their self-managed care journey.
You’ll conduct virtual assessments, co-design tailored care plans, and build smart budgets to help customers get the most out of their Home Care Package.
With a strong focus on education and enablement, you’ll support customers to confidently manage their care using our tech platform and make informed choices. If you're passionate about independence, customer connection, and making aged care better—this is the role for you!
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 customers 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.
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 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.
- Experience in a case management or customer service environment is preferred and knowledge of the aged care sector will be well-regarded.
The values we live by
Put People First 🫶🏼
People and relationships matter most.
Foster Freedom 🪁
Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions.
Do The Right Thing 💖
Be fair, honest, open, ethical, and transparent.
Be Bold 💡
With a vision to imagine and create a brighter future.
Our benefits
Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days 🌴
Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
We are one
As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!
Top Skills
Contact Centre Software
Google Suite
Salesforce
Mable Melbourne, Victoria, AUS Office
Melbourne, VIC, Australia
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