Homecare Clinical Lead Nurse– Responsible for the clinical coordination of the branch. Dealing with clinical queries and auditing service users/clients clinical needs. Ensuring all documentation is compliant and information is updated and shared with relevant HCP (e.g. wound charts for pressure ulcers). Carrying out assessments and re-assessments. Supporting non-clinical staff within CCS. Able to fully understand the services we provide.
Area Lead – To lead a geographical area, responsible for the business development, coordination, field care supervision, client & employee schedules. The primary duties include business development, sourcing new clients, matching caregivers/clients based on skill level & availability, tracking client/employee hours, filling open shifts, assisting clients with schedule changes, handling employee sick calls, assisting with client/employee relations, monitoring telephone system for accuracy, keeping excellent documentation/records, and participating in an on-call rotation. Handling all incoming calls, routing, and processing of initial enquires. Conduct care assessments and reviews for clients in the field as well as caregiver introductions. Responsible for a group of customers and Care Workers within the local community, ensuring their best interest and safeguarding their wellbeing, providing a high-quality service Ensuring our customers are receiving the care and support they expect and deserve.
Inside Sales (Inbound Call Management)
ü Answers telephone, takes inquiries or messages using excellent telephone technique.
ü Receives referrals and enquiries on the programs of this company.
ü Responds promptly and courteously to all clients’ calls.
ü Triages incoming calls from caregivers/clients for scheduling changes, or services needed and forwards to appropriate personnel.
Scheduling and Service Coordination
ü Serves as liaison between clients, HCA’s and Care Managers.
ü Schedules and coordinates day-to-day activities of caregivers and clients in a rota format.
ü Maintains documentation of associate work record in CareFree and the Pass System and ensures current and complete personnel records for all homecare associates.
ü Have responsibility for all staff – plan, allocate and evaluate the work load of all staff
ü Ensure Compliance requirements are met
ü Ensure that all computerised and manual records are up to date
ü Write reports and maintain monitoring of service
ü Ensure all staff receives supervision and appraisals
ü Ensure training needs of all staff are met effectively – implement induction programmes and identify and provide for on-going training needs
ü Maintain effective assessment and review procedures
Recruitment and Personnel
ü Assists with recruiting, orientations, in-services, disciplinary actions, etc.
ü Assists with preparation for orientations by preparing appropriate documents/folders.
ü Maintains office record keeping, filing and supplies.
ü Maintains Policies and Procedures Manual and Employee Handbook.
ü Coordinates with weekend on-call senior care staff and performs on-call coordinator duties as needed.
ü Cover care calls in emergency and ad hoc (following company policy on logging in process in service users houses for either care or supervision purposes)
ü Responsible for managing on-call rota in your area
ü Meets weekly with Homecare Branch Managers to review issues and to strategize best operating practices.
ü Assists with sales, marketing, and public relations efforts.
ü Participates in the continuing commitment for quality care, including attendance at mandatory agency staff meetings.
ü Performing spot checks and quality monitoring
Education, Experience, Knowledge, Skills, Abilities and Availability
ü Knowledge of Domiciliary Care and significant work experience in the caregiving/medical field
ü Experience with Complex Care Packages
ü Ability to multi-task and stay calm in a fast-paced environment while ensuring attention to detail
ü Excellent interpersonal skills
ü Excellent organisational abilities
ü Excellent communication skills via phone, in person, and in writing
ü Excellent customer service skills and the ability to ensure all client and employee needs are met in a timely manner
ü Proficiency with Microsoft Windows based programs such as Word, Excel, Outlook and internet based applications
ü Read, write, speak, and understand English fluently as needed for the job
ü Ability to participate in an after-hours on-call rotation
ü Valid UK Driver’s License and insurance
ü Ability to pass criminal background check & pre-employment drug screening requirements
ü Works primarily out of the regional office (in Edgware) and within for reporting and administrative updates
The Person: Specification
ü Qualified RGN
ü Excellent command of the English Language (or working towards)
ü Experience of service provision in the care profession
ü Maintaining quality control systems
ü Ability to establish and maintain effective working relationships
ü Ensure that all computerised and manual records are up to date ward
ü Care Plans
ü Staff Management
ü Networking with outside organisations
ü MUST CURRENTLY DRIVE, preferably with own transport and a clean licence
ü A flexible approach and a team player
ü Able to deal with and manage conflict in a professional calm manner
ü To adhere to set department budget constraints
ü Undertake any other duties required to effectively support the growth and development of the Business.