Quality Specialist
Mable
Date: 12 hours ago
City: Sydney, New South Wales
Contract type: Full time
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
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
As HomeMade grows and scales at a rapid rate, we are looking for a Quality Specialist to join our Quality and Safeguarding team. As a Quality Specialist, you will play a critical role in ensuring the delivery of high-quality services and support to HomeMade customers by effectively managing incidents and complaints in accordance with regulatory requirements and organisational policies. You will also play an integral part in the HomeMade internal audit function, which helps the business to identify areas for improvement. The Quality Specialists assist HomeMade to be prepared for external audits and support the business through a Quality Audit.
Key Responsibilities
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!
- 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
- We believe in technology as an enabler
- We’re driven by helping customers attain better outcomes
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
As HomeMade grows and scales at a rapid rate, we are looking for a Quality Specialist to join our Quality and Safeguarding team. As a Quality Specialist, you will play a critical role in ensuring the delivery of high-quality services and support to HomeMade customers by effectively managing incidents and complaints in accordance with regulatory requirements and organisational policies. You will also play an integral part in the HomeMade internal audit function, which helps the business to identify areas for improvement. The Quality Specialists assist HomeMade to be prepared for external audits and support the business through a Quality Audit.
Key Responsibilities
- Work with customers, their representatives, and internal teams to respond to and investigate incidents and complaints and achieve resolution within required timeframes
- Follow best practice complaint management processes to deliver positive outcomes for HomeMade customers and the business
- Ensure all incidents and complaints are recorded and maintained within the Incidents and Complaints Management Systems
- Work with external service providers to investigate complaints relating to provision of service and support, gathering information within the required timeframes
- Provide support and guidance to HomeMade staff when they are investigating and managing internal complaints, before they have been escalated to the I&C team
- Investigate and prepare formal responses for escalated complaints to external bodies
- Investigate and prepare formal responses, in short time-frames for reportable incidents under the Serious Incident Response Scheme (SIRS)
- Working under the direction of the Quality Manager to provide support and guidance on mitigation strategies and ‘closing the loop’ for incidents
- Preparation of feedback and complaints reports using insights gathered on all complaints, compliments and general feedback
- Identify gaps in process , or areas for improvement and escalate appropriately
- Assist with managing and mitigating customer and business risk
- Support the business and engage with opportunities for improvement where required
- Complete file audits and phone audits on a regular basis in line with the HomeMade internal audit schedule
- Working under the direction of the Quality Manager to assist with cross-functional team support in addressing gaps identified through auditing
- Have a strong understanding of the Quality Standards and Strengthened Standards (when implemented) and requirements for compliance against these
- Developing positive and collaborative working relationships with team members and internal and external stakeholders. Promoting open disclosure and fostering a safety and quality culture.
- Carry out additional tasks within the Quality team as required by the Quality Manager
- Experience in a relevant field such as Social Work, Health Sciences, or Public Administration is well-regarded, though not essential.
- Exposure to incident and complaint management within Aged Care, the NDIS, or similar healthcare settings.
- An understanding of the role internal audit plays in relation to continuous improvement and enhanced quality of the care and services we provide
- Sound knowledge or a willingness to learn and self-educate on regulatory frameworks and quality standards applicable to the Aged Care sector.
- Strong analytical and problem-solving skills, with the ability to support the business to implement effective solutions.
- Excellent communication and interpersonal skills, with the ability to interact professionally and collaborate with a diverse range of stakeholders.
- Strong written communication skills
- Demonstrated ability to work independently, prioritise tasks, and manage competing priorities effectively.
- Ability to work within a small team to offer support to peers balancing shared workload.
- High level of integrity and confidentiality, with a commitment to upholding ethical standards in all aspects of work.
- Ability to complete tasks within short time frames
- Emotional Resilience to handle difficult subject matter.
- Attention to detail, customer-centric and a passion for continuous improvement is a must!
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!
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