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
We have an exciting opportunity to join our team as a Customer Coordination Specialist. You will play a key role in helping customers connect with quality support through their Home Care Package, enabling them to live independently and achieve their goals.
Reporting to the Customer Support Manager, you will work across internal teams and with service providers to deliver a high-quality, person-centred experience that aligns with the self-managed model. This includes both new customer onboarding and ongoing support throughout their journey.
Key Responsibilities
Partner with new and existing customers to understand their goals, preferences, and care needs, aligning support services with their Support Plan and budget.
Use outbound communication to build and maintain strong customer relationships, proactively coordinating care and identifying additional needs.
Educate customers on their package inclusions, exclusions, budget position, and self-management responsibilities, including co-contributions where relevant.
Collaborate with Support Partners, Clinical, Customer Support, and Onboarding teams to facilitate timely onboarding and ongoing service planning.
Source and coordinate external service providers, ensuring alignment with customer needs, availability, and preferences.
Support customers to use the HomeMade Customer Portal and other digital tools to manage their services effectively.
Ensure all records are accurate and up-to-date, including customer profiles, shift notes, and provider details.
Identify dissatisfied customers and follow internal resolution pathways, escalating where appropriate.
Maintain alignment with the Aged Care Act and Aged Care Quality Standards in all interactions.
Attend team meetings and contribute to process improvement, quality, and risk initiatives.
Provide general operational support across Customer Support during periods of high volume (e.g. phones, reimbursements, cases).
Uphold team KPIs and contribute to the overall success of the Customer Coordination function.
Your Skills and Expertise
A strong sense of empathy and commitment to customer outcomes
Confidence in discussing budgets, support plans, and financial contributions
High-level written and verbal communication skills
Strong time management and organisational skills
Critical thinking and initiative to solve problems and improve processes
Curiosity and drive to deliver exceptional service in a fast-paced environment
Confidence in using Salesforce, Google Suite, and other cloud-based systems
A positive, team-oriented approach to shared goals and outcomes
Experience in a customer service, case management or coordination setting (aged care experience valued but not required)
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!
