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SalaryAbout the Company
MOA are the leading Quality and Compliance Management SaaS solution in the Australian Aged Care industry. We work with over 1,200 Residential Aged Care Homes in Australia, as well as hundreds of Home and Community Care, Disability Support, and Retirement Living providers.
The MOA platform provides streamlined solutions for self-assessment against the Aged Care Quality Standards, NDIS Practice Standards, and a range of other frameworks; as well as supporting care providers in meeting obligations under other programs such as the Serious Incident Response Scheme (SIRS) and the National Aged Care Mandatory Quality Indicator Program (NACMQIP).
As of 2023, we're enabling exceptional care around the world, with subsidiaries in New Zealand and the UK.
About the Role
You will work closely with the Director of Customer Success and Programs Director, applying your knowledge of quality, compliance, and self-assessment processes to ensure each client's MOA program is tailored to their specific needs, and support providers in the ongoing management of their subscriptions. This will involve tailoring MOA's own “off the shelf” self-assessment tools to suit the varying needs of each provider; as well as working alongside providers to configure their custom tools within the platform. You'll also provide guidance on the use of other modules of the MOA platform including our surveys, quality indicator tools, incident management system, plan for Continuous Improvement, and extensive suite of benchmarked reports.
If you have a background in the aged care or disability support sectors and are eager to transition into the healthcare software technology space, this role offers an exciting opportunity.
Responsibilities
- Ongoing management of clients' subscriptions within the MOA platform, both directly and in collaboration with the Customer Success team.
- Provide ‘second line’ support to users of MOA, handling more complex queries about the program.
- Provide training and support to users of MOA through structured training sessions, and on an ad-hoc basis.
- Collaborate with our content team to tailor their auditing, survey, and quality indicator tools to meet their specific needs.
- Assist clients in adapting their in-house tools for use in MOA.
- Guide clients in understanding and interpreting their reports.
- Provide regular feedback to the Product Development and Support teams to assist in Continuous Improvement of the MOA platform.
About You
We are seeking a motivated and proactive individual to join our team as a Customer Success and Programs Associate. The ideal candidate will have:
- Exposure to MOA or similar Quality and Compliance Management SaaS solutions, with a solid understanding of their application in the healthcare or social care sectors.
- Sector knowledge of the Australian Aged Care industry, Disability Support, Home and Community Care, or Retirement Living providers. Familiarity with Aged Care Quality Standards, NDIS Practice Standards, and other regulatory frameworks will be highly regarded.
- A passion for continuous quality improvement, with a keen interest in leveraging technology to enhance care standards and compliance.
- Experience in training and supporting users of software platforms, with the ability to communicate complex concepts clearly and effectively.
- A collaborative mindset, with the ability to work closely with various teams to tailor solutions to meet the specific needs of each provider.
- A commitment to ongoing learning and development, with a desire to contribute to the Continuous Improvement of the MOA platform and the overall success of our clients.
If you are a dynamic individual with a background in aged care or disability support, and are eager to transition into the healthcare software technology space, we would love to hear from you. Join us in our mission to enable exceptional care through innovative technology solutions.
Our Australian team is employed around the country, and work from home arrangements would be available for the right candidate.
