Support Partner (Case Manager)

Hybrid

Posted about 2 years ago

HomeMade - Care Management

Job Description

As HomeMade continues to grow at pace, we’re looking for passionate Support Partners to join our team. In this role, you’ll play a key part in empowering customers to live independently, safely, and meaningfully at home.

By building trusted relationships, completing comprehensive assessments, tailoring support plans, and guiding families on options for self-management, you’ll ensure customers receive the right support at the right time.

Working in a virtual-first environment, you’ll bring strong rapport-building skills, aged care knowledge, and a consultative approach, while enjoying the flexibility to balance working from home with time in the office.

Responsibilities

Key Responsibilities

Managing your own caseload of Home Care Package customers who use one of HomeMade’s self-management options, delivering high-quality care and support.

Helping customers build confidence and capability to manage their own care, including using the HomeMade Customer Portal and connecting with their preferred support providers.

Using education tools and resources to guide customers and encourage them to get the most out of the HomeMade platform.

Working with customers and their representatives to complete assessments and develop personalised support plans that promote independence and safety, based on their goals and risk profile.

Creating and reviewing care budgets in partnership with customers to ensure their Home Care Package funds are being used effectively.

Responding to changes in customer needs, and updating care plans and support arrangements as required.

Keeping accurate and up-to-date records, including case notes, support plans, and contact logs.

Monitoring how customers use their funding, and ensuring spending aligns with their agreed support plan and budget.

Handling customer communications, including emails, phone calls, requests, and referrals, in a timely and professional manner.

Collaborating with other teams – including Onboarding, Service and Support, and Clinical – to provide a seamless experience for the customer.

Contributing to quality and safety improvements, including identifying risks and participating in improvement initiatives.

Taking inbound calls when needed, and supporting both proactive and reactive customer interactions.

Delivery of all services in accordance with the Aged Care Act and Aged Care Quality Standards.

Skills and Experience

You’re a natural relationship-builder warm, empathetic, and able to gain trust quickly.

You thrive on delivering exceptional customer service and want to create real impact in people’s lives.

You’re confident discussing budgets and can explain financial concepts in a simple, supportive way.

You love problem-solving and are calm, organised, and decisive under pressure.

You’re passionate about supporting people to live independently, and you take a goal-oriented approach to planning care.

You’re tech-savvy and comfortable learning new systems – experience with Google Suite, Salesforce, or contact centre platforms is a plus.

Experience in case management, aged care, or customer support is preferred – but more importantly, you're motivated by helping others and eager to learn.

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About the job

Posted on: Sep 19, 2024
Job type: Full-time
Location: Sydney, Brisbane, MelbourneHybrid

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