Care Operations Coordinator

5 days ago

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

We are seeking a highly skilled and experienced Senior Care Coordinator 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
  • Mobilisation and Resource Allocation:
    • Lead on the ongoing management of your caseload of packages with an in-depth understanding of your area, ensuring an expert approach to filling packages and the hours of care required.
    • Schedule a consistent and quality-focused rota of carers for your packages to meet the needs of the client.
    • Utilise our internal system to allocate and coordinate carers and ensure all clients' required hours are met and tracked on the system.
    • Utilise the system to report on KPIs such as hours filled, proactively contribute to increasing filled hours of care, through carer capacity and/or working with the compliance and talent team.
    • Conduct live call monitoring using bespoke software and be the first point of contact for day-to-day operational requirements of our care colleagues.
  • Supervision and Monitoring:
    • 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.
    • Ensure notes on the system are accurate, concise, and timely for yourself and the wider team.
  • On-Boarding & Interview and Selection:
    • Work closely with the Talent team to review pipelines that will support and fill current and future hours of care.
    • Once the talent team has 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.
    • 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.
    • 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:
    • Lead on promoting a supportive and collaborative working environment for both the Office Team and your Team of Carers.
    • Lead on internal collaboration and effective ways of working with the compliance, training, and recruitment teams.
    • Work closely with management to highlight issues to reduce staffing risks, including formulation of action plans.
    • Act as a point of escalation to the care coordinators with a confident approach in supporting solutions.
    • 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.
    • 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.

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