Coordinator Manager

This role is for HomeMade - a related entity of Mable

HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management.

We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home.

Leveraging on our technology platform, we are an approved provider that specialise in self-management. We partner with our customers to create unique support plans that meet their needs and optimise their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support.

To find out more, click here .

As the Coordinator Manager you will play a key leadership role by supporting internal and independent coordinators across Australia in the delivery of quality services to Home Care Package recipients with HomeMade.

You will also work with Customer Support, Support Partners and Clinical Nursing teams to ensure customers are receiving services to remain safe in their home, in accordance with the Home Care Package guidelines. This position requires a strategic thinker with a passion for driving efficiency and delivering exceptional support to our team and customers.

Please note - This role will require periodic interstate travel.

Key Responsibilities

Leadership

Supervise, develop and coach internal and independent coordinators by setting clear performance and service delivery expectations, conducting regular performance evaluations, and providing timely feedback.
Engage with and collaborate with cross functional teams to achieve customer and organisation goals.


Operational Management

Maintain a deep understanding of customer and coordinator needs and experiences across the end to end lifecycle.
Responsible for the timely and accurate completion of customer service delivery activities completed by coordinators including onboarding service providers, organising services for customers in line with their support plan, scheduling reviews with the customers Support Partner and/or Clinical Nurse and responding to customer requests/calls.
Responsible for ensuring coordinators engage with HomeMade teams in a timely and constructive manner.
Responsible for the management and escalation of complex or high risk customers through the process. This includes managing the timely resolution and ensuring risks are escalated to the appropriate forums.
Responsible for ensuring appropriate support is provided to the Incidents and Complaints team to resolve customer or coordinator feedback and complaints, and incidents.
Provide clear and timely communication to coordinators on any changes to processes or procedures.


Compliance

Responsible for adherence of coordinators to HomeMade policies and procedures as well as Aged Care regulatory requirements.
Ensure quality and risk management practices are embedded in the service delivery by coordinators through managing adherence to policies and standard operating procedures.
Responsible for embedding a consistent quality assurance program.


Strategic Projects and Process Improvement

Demonstrate a strong understanding of HomeMade’s strategic priorities and how they link to coordinator goals and objectives.
Ability to support, engage and collaborate with multiple stakeholders across the organisation to identify and lead the delivery of strategic initiatives.
Collaborate with senior management to establish and implement coordinator processes, policies and objectives.
Work with operational and management teams to translate strategies into practical procedures and documents, and train coordinators to deliver accordingly.


Your Skills & Expertise

An enthusiastic "can do" attitude and the desire to learn
Experience engaging and working with external service providers (vendors)
Experience working collaboratively with various internal and external stakeholders to achieve business and service level outcomes
Excellent communication skills and an ability to influence change
Strong problem-solving and decision-making skills
Excellent time-management and organisational skills
Have meticulous attention to detail and the ability to spot errors
Confidence using tech systems such as Google Suite, Salesforce or ability to learn
Reliable and enjoy working autonomously but also as part of a small team
You are resolution focused
Experience in Aged Care or Home Care Packages is desirable but not essential.


Who You Will Be Working With

You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment.

The values we live by