Area Lead

**Area Lead - Care Coordinator**

**Job Summary**

To lead a geographical area, responsible for the business development, coordination, field care supervision, client & employee schedules. The primary duties include business development, sourcing new clients, matching caregivers/clients based on skill level & availability, tracking client/employee hours, filling open shifts, assisting clients with schedule changes, handling employee sick calls, assisting with client/employee relations, monitoring telephone system for accuracy, keeping excellent documentation/records, and participating in an on-call rotation. Handling all incoming calls, routing, and processing of initial enquires. Conduct care assessments and reviews for clients in the field as well as caregiver introductions. Responsible for a group of customers and Care Workers within the local community, ensuring their best interest and safeguarding their wellbeing, providing a high-quality service Ensuring our customers are receiving the care and support they expect and deserve.

**Inside Sales (Inbound Call Management)**
- Answer telephone, take inquiries or messages using excellent telephone technique.
- Receives referrals and enquiries on the programs of this company.
- Responds promptly and courteously to all clients’ calls.
- Triages incoming calls from caregivers/clients for scheduling changes, or services needed and forwards to appropriate personnel.

**Scheduling and Service Coordination**
- Serves as liaison between clients, HCA’s and Care Managers.
- Schedules and coordinates day-to-day activities of caregivers and clients in a rota format.
- Maintains documentation of associate work record in CareFree and the Pass System and ensures current and complete personnel records for all homecare associates.
- Have responsibility for all staff - plan, allocate and evaluate the workload of all staff
- Ensure Compliance requirements are met
- Ensure that all computerised and manual records are up to date
- Write reports and maintain monitoring of service
- Ensure all staff receives supervision and appraisals
- Ensure training needs of all staff are met effectively - implement induction programmes and identify and provide for on-going training needs
- Maintain effective assessment and review procedures

**Recruitment and Personnel**
- Assists with recruiting, orientations, in-services, disciplinary actions, etc.
- Assists with preparation for orientations by preparing appropriate documents/folders.

**Office Administration**
- Maintains office record keeping, filing and supplies.
- Maintains Policies and Procedures Manual and Employee Handbook.

**Other Duties**
- Coordinates with weekend on-call senior care staff and performs on-call coordinator duties as needed.
- Cover care calls in emergency and ad hoc (following company policy on logging in process in service users houses for either care or supervision purposes)
- Responsible for managing on-call rota in your area
- Meets weekly with Homecare Branch Managers to review issues and to strategize best operating practices.
- Assists with sales, marketing, and public relations efforts.
- Participates in the continuing commitment for quality care, including attendance at mandatory agency staff meetings.
- Performing spot checks and quality monitoring

**Education, Experience, Knowledge, Skills, Abilities and Availability**
- Knowledge of Domiciliary Care and significant work experience in the caregiving/medical field
- Must have attained at least a H&SC level 3 qualification or equivalent
- Ability to multi-task and stay calm in a fast-paced environment while ensuring attention to detail
- Excellent interpersonal skills
- Excellent organisational abilities
- Excellent communication skills via phone, in person, and in writing
- Excellent customer service skills and the ability to ensure all client and employee needs are met in a timely manner
- Read, write, speak, and understand English fluently as needed for the job
- Ability to participate in an after-hours on-call rotation
- Valid UK Driver's License and insurance
- Ability to pass criminal background check & pre-employment drug screening requirements.

**Working Conditions/Environment**
- Works primarily out of the regional office (in Edgware) and within for reporting and administrative updates

**The Person**:
You will also have experience in:

- Experience of service provision in the care profession
- Maintaining quality control systems
- Ability to establish and maintain effective working relationships
- Ensure that all computerised and manual records are up to date ward
- Administration
- Care Plans
- Staff Management
- Networking with outside organisations
- MUST CURRENTLY DRIVE, preferably with own transport and a clean licence
- A flexible approach and a team player
- Able to deal with and manage conflict in a professional calm manner
- To adhere to set department budget constraints
- Undertake any other duties required to effectively support