Care Coordinator Senior

1 month ago

Wokingham, Wokingham, United Kingdom Sonderwell Full time
About the Role

We are seeking a highly skilled and experienced Care Coordinator Senior to join our team at Sonderwell. As a key member of our operations team, you will play a vital role in ensuring the delivery of high-quality care and support services to our clients.

Key Responsibilities

As a Care Coordinator Senior, you will be responsible for:

  • Mobilising and allocating resources to meet the needs of our clients, ensuring that they receive the highest level of care and support.
  • Scheduling and coordinating carers to provide consistent and quality-focused care to our clients.
  • Utilising our internal system to allocate and coordinate carers, ensuring that all clients' required hours are met and tracked.
  • Reporting on key performance indicators (KPIs) such as hours filled, and contributing to increasing filled hours of care through carer capacity and/or working with the compliance and talent team.
  • Conducting live call monitoring and being the first point of contact for day-to-day operational requirements of our care colleagues.
Supervision and Monitoring

You will also be responsible for:

  • Conducting phone observations and supervisions with carers, checking in on their well-being and performance, and managing any risks and performance issues with the support of Seniors and the Operations Manager.
  • Ensuring that notes on the system are accurate, concise, and timely for yourself and the wider team.
On-Boarding & Interview and Selection

Additionally, you will work closely with the Talent team to:

  • Review pipelines that will support and fill current and future hours of care.
  • Conduct quality competency interviews, assessing skills and capabilities in line with client requirements, once qualified/compliant pipeline of candidates has been provided.
  • Collaborate with the Talent team to jointly schedule the meet and greet for new carers and the client, acting as the conduit between the client and carer for a successful placement.
  • Ensure that the relevant documentation is in place for existing and new clients/people we support.
  • Assist with the induction and training of care workers and for new joiners within the team.
Management

You will also lead on:

  • Promoting a supportive and collaborative working environment for both the Office Team and your Team of Carers, leading on internal collaboration and effective ways of working with the compliance, training, and recruitment teams.
  • Working closely with management to highlight issues to reduce staffing risks, including formulation of action plans.
  • Acting as a point of escalation to the care coordinators with a confident approach in supporting solutions.
  • Leading on new care package mobilisations, ensuring that members of the team are fully supported to provide the high level of service required.
  • Motivating a small team of 2 care coordinators, with a coaching management style, ensuring industry and company policies and procedures are followed by the wider team.
Requirements

To be successful in this role, you will need:

  • Strong experience gained in a care/health environment, ideally in a senior support or co-ordination capacity.
  • Strong rota management experience with the ability to provide resourcing solutions to issues.
  • Good people management and/or coaching skills with the 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 applies comfortably and confidently communicating with customers, their families, and other care professionals.
  • A proven ability to work at a senior level with the care sector and comply with internal Policies and Procedure.
About You

We are looking for someone who:

  • Has excellent communication skills, being a confident, clear, and warm communicator with a flexible and constructive approach to carers, clients, and the team alike.
  • Is flexible and pragmatic, with the ability to self-plan and respond to shifting priorities, acting as a role model for best practice and actively promoting a positive working environment.
  • Remains calm and professional when handling resource allocation and handling queries, with enthusiasm in busy periods and the ability to work in a team.
What We Offer

We offer a collaborative working environment, with a team that works closely to ensure our clients have the right people at the right time. We work in the new Wokingham office from 9am-5pm, with 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 that we are unable to provide sponsorship for these roles, so you must have the full right to work in the UK.

We are part of a team that ensures high-quality care and support services are provided to enable individuals to remain in their own homes, living a fulfilled life, which respects their values and wishes.

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