Client Services Manager, Wimbledon

Salary/Rate

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£25000 – £38000/annum

Location

Wimbledon, Greater London

Posted

21/12/2018 (15:57) Just Added

Agency

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Description

Purpose of the position

To work within a team to supervise and grow an effective and efficient home care service within the Wimbledon Greater London area. As the lead on Quality Assurance, you will ensure effective reporting, recording, monitoring and review of targets. You will also ensure routine internal audit processes of service delivery are followed, whilst ensuring prompt action is taken against non-compliance. You will be the back-up to the Care Co-Ordinator to cover Carer/Client rota management in a timely manner when Co-Ordinator is absent from the office. Take responsibility for handling and dealing with any incoming calls during out of office hours, ensuring appropriate responses whilst participating in On Call Duties

Key responsibilities

  • Show solidarity to and be part of the company senior team, supporting new initiatives and making recommendations for continuous improvement. To ensure the office portrays a professional image of the Company
  • Liaise with HOO to ensure that the quality of service delivered meets with Company Standards and that of the Care Quality Commission and other relevant regulatory bodies
  • Deal with enquiries from new and existing clients and signpost to provide information about other company’s Services as appropriate. To answer the telephone promptly, giving your name and title within the corporate greeting
  • Be accountable to Head of Operations for the smooth running of day to day client/carers communication, to ensure the provision of high quality care services to vulnerable people living in their own home
  • Develop and apply Company QA framework, undertake audits of work, analyse results of these audits; and report back to senior management team.
  • Act upon complaints and compliments received in accordance with Company Policies and Procedures and the reporting requirements of all other regulatory bodies and maintain accurate records of such incidences
  • Manage the quality monitoring, reviews of all Clients and to carry out reviews of Client care services in accordance with Company Policy and Procedure, aims and objectives and all relevant regulatory bodies
  • Liaise with HOO and organise quality monitoring of services eg CareGiver spot checks, field observation, monitoring visits in accordance with Company and Procedure
  • You will have up to date knowledge of regulatory requirements, including Health and Safety, CQC as you will support in the implementation of change to ensure effective operation. sure consistent application of company’s policies, procedures and approved practice and to promote the aims of the Company
  • Maintain accurate records on the system of all communications on the Notes area within PeoplePlanner
  • Liaise with placement teams/social workers/care managers/families to accept new, increased or decreased packages of care
  • Participate in on call duties and care delivery to clients. On call will be shared with other colleagues and is usually 1 week in 4 weeks. When on call should be available to cover visits 17.00-9.00am Monday to Friday and 17.00-9.00am Friday evening to Monday morning.
  • When on call handle all calls professionally and appropriately and resolve issues as they occur
  • Document all calls and actions taken – being clear of any follow-up actions needed in the Daily On Call notes.
  • Handover the on call information to the office at 9.00am each morning.

Qualifications & Experience

  • QCF/NVQ Level 3 in a Health and Social Care related subject
  • Excellent knowledge of Care Quality Commission quality standards, their inspection process and all relevant legislation
  • Hold a minimum of 3 years’ experience in home health, assisted living or long term care environment
  • Demonstrate knowledge of practices, techniques, and methods applied to health care in order to notice changes in client conditions and be able to interact with and instruct Carers.
  • You must be a driver with access to a working vehicle

Abilities, Skills & Behaviours

  • Previous experience of maintaining quality compliance in a care environment
  • Working knowledge and understanding of quality assurance requirements in the domiciliary care sector
  • General office administrative duties – maintaining records, written assessments, audit reports
  • Highly process and procedure driven
  • Excellent written and verbal communication skills at all levels
  • Abillty to work on own initiative as well as positive integration with a team
  • Good planning and organisational skills with the ability to manage multiple projects at any one time
  • Ability to succeed when working under pressure and strict timeframes
  • Ability to grow with the company when undergoing a period of change

Type

Permanent

Start Date

ASAP  

Contract Length

Full time /Permanent  

Contact Name

Telephone

Job Reference

CSM Wimbledon

Job ID

209004670

Applications

Less than 10

Click here to Apply Now

If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email when it is available.

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If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email.

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