The Senior Care Coordinator is responsible for leading a team of care coordinators, ensuring the efficient and effective delivery of care services to clients. The role involves managing caseloads, allocating and coordinating carers, conducting supervision, and supporting the onboarding and training of new care workers.
Main duties of the job
The Senior Care Coordinator will be responsible for the ongoing management of their caseload of care packages, including scheduling and coordinating carers, monitoring performance, and ensuring client needs are met. They will work closely with the compliance, training, and recruitment teams to support the wider operations of the organization. The role also involves leading a small team of care coordinators, providing coaching and support to ensure a high level of service delivery.
About us
Libertatem Healthcare Group is a leading provider of high-quality care and support services, enabling individuals to live independently in their own homes. The organization is committed to delivering person-centered care that respects the values and wishes of the individuals they support.
Job Responsibilities
Principle Accountabilities:
1. Mobilisation and Resource Allocation:
o Lead on the ongoing management of your caseload of packages with an in-depth understanding of your area; know your client and carers to ensure an expert approach to filling packages and the hours of care required.
o Schedule a consistent and quality-focused rota of carers for your packages to meet the needs of the client.
o Utilise the internal system to allocate and coordinate carers and ensure all clients’ required hours are met and tracked on the system.
o Utilise the system to report on KPIs such as hours filled, pro-actively contribute to increasing filled hours of care, through carer capacity and/or working with the compliance and talent team.
o Conduct live call monitoring using bespoke software and be the first point of contact for day-to-day operational requirements of our care colleagues.
2. Supervision and Monitoring:
o Conduct phone observations and supervisions with carers, checking in on well-being and performance, and with the support of Seniors and the Operations Manager manage any risks and performance issues.
o Ensure notes on the system are accurate, concise and timely for yourself and the wider team.
3. On-Boarding & Interview and Selection:
o Work closely with the Talent team to review pipelines that will support and fill current and future hours of care.
o Once the talent team have provided you with qualified/compliant pipeline of candidates, provide a layer of selection by conducting quality competency interviews, assessing skills and capabilities in line with client requirements.
o Collaborate with the talent team to jointly schedule the “meet and greet” for new carers and the client, act as the conduit between the client and carer for a successful placement.
o Ensure that the relevant documentation is in place for existing and new clients/people we support.
o Assist with the induction and training of care workers and for new joiners within the team.
4. Management:
o Lead on promoting a supportive and collaborative working environment for both the Office Team and your Team of Carers.
o Work closely with management to highlight issues to reduce staffing risks, including formulation of action plans.
o Act as a point of escalation to the care coordinators with a confident approach in supporting solutions.
o Take the lead on new care package mobilisations ensuring that members of the team are fully supported to provide the high level of service required.
o Motivated by managing a small team of 2 care coordinators, with a coaching management style. Ensure industry and company policies and procedures are followed by the wider team.
Knowledge, Experience, and Qualifications
Strong experience gained in a care/health environment, ideally in a senior support or coordination capacity. Strong rota management experience with the ability to provide resourcing solutions to issues. Good people management and/or coaching skills with ability to motivate and guide a team. Experience in providing high-level customer service, ensuring enquiries are handled with a polite and informative approach. Excellent communication style, with a confident phone approach that develops trust and understanding. Comfortable and confident communicating with customers, their families and other care professionals. Have a proven ability to work at a senior level with the care sector and comply with internal Policies and Procedure.
A Bit About You, Skills and Behaviours
* Excellent communication skills. You are a confident, clear and warm communicator with a flexible and constructive approach to carers, clients and to the team alike.
* Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities. The ability to act as a role model for best practice and actively promote a positive working environment.
* You remain calm and professional when handling resource allocation and handling queries. Have enthusiasm in busy periods and ability to work in a team.
We have a collaborative working environment, the team works closely to ensure our clients have the right people at the right time. To ensure smooth delivery we have an on-call rota during the week and weekends for emergencies only conducted from your home. There is a supplement for weekdays and you take the time in lieu if you’ve been on call at the weekend, giving you flexibility for those weekday occasions. Please note we are unable to provide sponsorship for these roles, so you must have the full right to work in the UK.
Person Specification
Qualifications
* Strong experience in a care or health environment, ideally in a senior support or coordination role. Excellent communication and people management skills, with the ability to motivate and guide a team. Experience in providing high-level customer service and handling complex queries.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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