Mable
Coordinator Manager
It's our mission to empower clients and support workers so they can confidently say 'Mable is my kind of independence.'
Administration
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Mable
Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms.
About the role
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.
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.
What you'll be responsible for
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Office and Team Coordination
Coordinate the smooth and effective day-to-day administrative operations of an office or team
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Operations Query Handling
Receive, resolve, or redirect incoming queries to ensure the organization runs smoothly
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Cross-Functional Support
Provide general and clerical tasks to help various teams in the organization collaborate and operate effectively
Skills you'll need
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Social skills
Behaves and communicates effectively in different social situations and with a variety of different people
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Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
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Attention to detail
Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables