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Service Support Specialist
2 months ago
Job Summary:
Cera Care is seeking a highly skilled Service Support Specialist to join our team. As a key member of our operations team, you will play a critical role in ensuring the highest level of quality and safety in our services.
Key Responsibilities:
- Manage electronic call monitoring and related compliance, supervision, investigations, and continuous improvement with staff to ensure a safe service is provided.
- Respond to alerts on the system related to non-adherence with scheduled visit start/finish times or planned visit duration.
- Reconcile visit information daily in line with contractual/regulatory requirements.
- Investigate visit attendance and duration issues, escalating top offending carers and poor behavior root causes to the Care Coordinator.
- Triage all inbound alerts, complaints, and questions across Cera branch systems.
- Review incoming alerts and queries, resolve where possible or escalate to other team members based on company standard operating procedures.
- Ensure carer payroll queries and alerts are reconciled daily.
- Carry out initial investigations relating to the quality and safety of the service where appropriate and use findings to suggest improvements.
- Support Care Quality Lead in logging of incident information in company's internal systems.
- Ensure branch and carer staff operate in accordance with company's standard operating procedures and regulatory requirements.
- Create and lead on improvement plans to ensure high compliance and a culture of learning and improvement is in place.
- Signpost carer and branch staff to standard operating procedures, policies, and best practices.
- Work alongside the Registered Manager to achieve outstanding quality ratings during internal and external quality reviews.
- Assist with accurate data capture and branch reporting.
- Maintain full and accurate records and reporting systems in accordance with legal requirements to ensure the effective running of branch.
- Support Registered Manager with daily, weekly, and monthly reporting requirements as required.
Requirements:
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Strong analytical and problem-solving skills.
- Ability to maintain confidentiality and handle sensitive information.
- Knowledge of care regulations and standards.
What We Offer:
- Competitive salary.
- Great career development opportunities with a fast-growing company.
- Hardworking team looking to utilize technology to improve home care in the UK.
- Training and development for your role and future career with Cera.
- We Care discount platform and Employee Assistance Programme.
- Care Friends referral scheme.
