Onboarding Partner

Opening from HomeMade 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 **About the role** As HomeMade grows and scales at a rapid rate, we are looking for Onboarding Partners to join our team. Our Onboarding Partners play a critical role in conducting initial assessments and onboarding our customers to help them to meet their needs and goals to live independent, safe, and fulfilling lives at home. Your Skills and Experience ### 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.