AddressAbout Mobility
Mobility has developed an innovative mobile app to revolutionise the way home care is delivered in Australia connecting those requiring home-care such as, People with a Disability and the elderly with verified support workers in their local area.
mobility puts the control back in the hands of the participant with streamlined browsing, booking, scheduling, appointment tracking, compliance and seamless payment all in one place. We offer transparency, so that the initial complexities and ongoing responsibilities of funding packages like the NDIS doesn’t get in the way of our clients living their best lives. See more about mobility https://www.mobility.com.au/
About the Role
Please note you must have experience in rostering for the Disability and Aged care sector to be considered for this role
As a member of our After-hours team you will be working from home and be able to work a shift within the hours of 5pm-9pm weeknights, 6am-9am weekdays, two shifts on Saturday 6am-2pm or 2pm to 10pm and Sunday 11am to 7pm
We are looking for someone to join our expanding Customer Success Team, the role will largely consist of liaising with Support workers, providers and clients to schedule care.
You will be required to coordinate with clients and carers to ensure care delivery for any late cancellations, illnesses or last minute shift requirements. Additionally, you will be the initial point of contact (AFTER HOURS) for any client or carer queries dealing with these in a professional, customer-first style and escalating to management where required.
You will thrive in a fast-paced environment, be able to multi-task and have an innate customer-first approach. You will come from a similar role where you are proficient in scheduling and understand care delivery across the aged and disability sector. You will need to be comfortable with technology and ready to shake things up.
Major responsibilities include:
- Making calls to workers on the platform to connect them with clients
- Defining, sourcing relevant workers and booking a schedule of shifts for clients on the app and our partner providers
- Reviewing workers profiles to ensure all documentation and information is correct and verified.
- Responding to inbound calls from clients who have signed up to use mobility and/or their nominated family member to assist them in booking support workers
- Receiving and responding to both written and phone enquiries from support workers on jobs and their account.
- Working with partner providers to ensure support workers on our platform are delivering care to their clients.
- Reviewing and resolving any administrative/technical issues that arise.
- Mitigating risk by following process and procedures as outline by our Clinical risk team.
- Maintaining comprehensive client records in the mobility portal and CRM and reporting to the leadership team.
- Providing a high level of personalised and empathetic service with a view to retaining our clients.
To be successful in this role you will need to have:
- The ability to work a shift within the hours of 6pm-11pm weeknights, 6am-8am weekdays, all day Saturday and from 6am to 10pm on Sundays
- The ability to build relationships with clients/customers, display strong listening skills and an empathetic approach.
- A drive to contribute to the success of mobility and go the extra mile for our customers
- The ability to work automonously
- Experience in delivering high quality customer service is valued
- Strong interpersonal skills with the ability to communicate effectively both verbally and in writing.
- You Value diversity and are always respectful
- You can 'think on your feet' and have a non-judgmental, calming nature
- A high level of comfort working with targets.
- Strong time management and organisational skills with the ability to juggle multiple tasks and problem solve.
- A strong sense of accountability, taking ownership for actions and achieving desired results.
- Flexibility, with the ability to adapt to changing environments.
- Proven ability to work collaboratively within and across teams.
- The ability to use multiple technology platforms and systems
- A current police check
- A proven track record of working AFTER HOURS support.
People with a background in disability, aged-care or healthcare are strongly encouraged to apply.
Simply apply via this ad and all short-listed candidates will be contact via phone for an initial interview.
Why work for us?
We are a small but growing company with big ambitions. We offer an excellent salary package. You will have the opportunity to work collaboratively with all members of the team to help build a product and develop a company that has only the best interests for those that require help the most. We have a casual yet respectful work environment and thoroughly enjoy the work we are doing.
mobility is an Equal Opportunity Employer and encourages diversity in the workplace. People with a disability are encouraged to apply.
