Salary: Above minimum wage
Working Hours: 35+ per week
Job Ref Number: BIR/NWC1050
Description
To ensure all care packages are supported out of office hours. Be the emergency out of hours cover for all issues arising from customers or care workers. Liaise with the office-based coordinators for weekly handovers of new customers and care workers. Manage reconciliation and retro logging of visits to support timely invoicing and payroll.
Duties and Responsibilities
* Take out of hours calls from customers resolving issues or making notes for follow up by office staff during working hours.
* Update the system with changes requested by customers during out of hours.
* Log all out of hours calls from customers in an on-call report which is handed over to office staff after on-call shift.
* Take out of hours calls from care workers resolving issues or making notes for follow up by office staff during working hours.
* Give direction to care workers in line with policies and procedures when issues arise and follow company P&P to deal with emergencies.
* Update the system with changes based on care worker communication during out of hours.
* Cover all visits during out of hours when a care worker calls in sick or is unable to work.
* Log all out of hours calls from care workers in an on-call report which is handed over to office-based staff after on-call shift.
* Monitor all visit alarms during out of hours to track timeliness of care workers.
* Process any transactions in the reconciliation report.
* Retro log all visits where no transaction is generated by a care worker logging in and out of the customer visit.
* Undertake any other actions that may be required during out of hours to support the business and maintain quality for customers.
* Update the system with information required and/or instructed by the office coordinators.
* Liaise with social services during out of hours for any issues relating to SS packages.
* Liaise with family and other care professionals as required to resolve customer issues.
* Attend weekly staff meeting in the office.
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