Residents Services Coordinator

Our client is an independent charity which has been serving the community for over 175 years.
They have two care homes, based in Clapham and in Hampstead Garden Suburb that provide residential, nursing, respite, dementia and end-of-life care under one roof.
They are now looking for a**Residents Services Coordinator**who comes with a Track record of working with Older People and relatives
**Job Summary**
- To facilitate the admissions process of potential residents to our care homes by guiding them through the admissions process in line with our policies and procedures
- To support residents and their families and advocates with a range of non-clinical issues to promote their wellbeing and integration into the life of the Home
- To liaise with teams across the Homes to facilitate a smooth admission of residents.
- To promote and champion our values, Compassion, Respect, Excellence, Dignity, Integrity and Teamwork in all actions and outcomes

**Duties and Responsibilities**

- Be the first point of contact with individuals, families, advocates, and statutory agencies about accommodation at all properties within the portfolio.
- Build strong and consultative relationships within our homes as well as with managers and team members, advising and delivering efficient and high-quality operational support for our residents.
- Lead on the following up of all enquiries to both Homes and proactively seek opportunities to identify potential new residents in conjunction with our Marketing Team.
- Lead on the negotiation of funding packages for incoming and existing residents with local authorities and Clinical Commissioning Groups and negotiate 3rd Party contributions from families in line with agreed procedures.
- Ensure and undertake as required, all necessary administrative duties and processes to facilitate the admission of prospective residents. Ensure that all records and databases are up to date and compile statistical reports on as required and in line withKPIs.
- Analyse and report Residents Services information to support benchmarking and the development of Nightingale Hammerson strategies and solutions. Ensuring that all internal and external reporting requirements are satisfied through the provision of managementinformation including trends and developments and returns.
- Ensure that all processes are completed to facilitate a smooth and successful new admission and ensure that all teams are informed of the new admission and external agency processes are completed e.g., residents are entered on the electoral roll.
- Liaise and provide guidance to relatives on the procedures and regulations set by the local authority following the death of a resident. From time to time, in the absence of a relative or friend to personally register the death.
- Be responsible for and able to evidence your own personal development by undertaking relevant training, attending meetings, conferences, and events, and ensuring that you are updated in all matters relevant to the role as agreed in your Personal DevelopmentPlan.
- Carry out additional duties and tasks that may be required within the range of the responsibilities of the post.
**Person Specification:
Experience**:

- Track record of working with Older People and relatives
- Track record of developing and maintaining effective relationships with colleagues.
- Experience in undertaking change management
- Experience gained providing support and advice to managers

**Work-based knowledge & Technical skills**
- Knowledge of issues affecting older people and their care needs
- Knowledge of funding services within the care sector
- Excellent knowledge of using Microsoft Office to an advanced level
- Well presented with an eye for detail and strong organisational skills
- A passion for customer service
- Track record of commercial acumen and having contributed positively to the success of an organisation
- The ability to manage projects effectively to time and budget
- Exceptional written and oral communication skills.
- Strong financial management skills, including budgeting and reporting
- Understanding of how to undertake statistical analysis and present reports to all groups

**General Skills & Attributes**
- Able to travel to both our homes in London
- Ability to think on their feet and make considered decisions with a common-sense approach
- Warm and friendly personality with a positive attitude
- Be enthusiastic, self-motivated, and committed to helping all for whom they have the responsibility to achieve the best possible standards
- Form and maintain good professional relationships.
- Have a willingness to participate in new initiatives where appropriate
- Ability to prioritise effectively and meet deadlines.
- Persistence, with the energy to drive things forward, in consultation with others
- Able to demonstrate a professional, enthusiastic, and flexible attitude towards all customers
- Flexibility and a positive approach to the role
- Ability to influence and manage people in other teams to meet targets and workloads
- Exceptional attention to detail and accuracy
- Exceptional interpersonal skills
- Ability to act on own initiative
- Commitment to team working with an ability to coach others
- Self-motivated, with the ability to be flexible and adapt to the changing needs and demands of the organisation.