Job Summary:

• Train and manage coordinator activities and provide oversight of the work of others to ensure consistent application of standards and care.
• Play a collaborative role in growing and implementing standards and processes.
• Build a strong team and shape staff behaviors to accomplish desired results.
• Investigate and resolve customer inquiries.
• Oversee and assess customer service staff activities and provide regular performance-related feedback.
• Assist with the development and implementation of service policies and explaining these to staff and customers.
• Review customer requests and service delivery paperwork to apply best-in-class practices.
• Works as liaison between customer, sales, and operations to ensure all aspects of a job are executed, documented, and tracked through completion within the system.
• Maintains accurate working files and ensures completion of all pertinent information.
• Provides administrative and technical support to the Customer Care Manager
• Performing as an extension of the manager when supervising teams/groups.
• Understands, interprets, and references sales agreements and vendor contracts to ensure compliance with scheduled bookings.

Skills on Resume: 

• Team Leadership and Management (Soft Skills)
• Collaboration and Process Improvement (Soft Skills)
• Customer Inquiry Resolution (Soft Skills)
• Performance Management (Soft Skills)
• Policy Development and Implementation (Hard Skills)
• Operational Oversight (Hard Skills)
• Cross-Functional Liaison Work (Soft Skills)
• Contract and Agreement Compliance (Hard Skills)

Job Summary:

• Carry out regular observations and supervision of care workers within area.
• Carry out new assessments and create care plans for new service users.
• Keep all the team aware and up to date on any changes to service user’s reviews.
• Cover care worker absence, sickness, and holidays and provide emergency cover within own hours.
• Support service is used to achieve maximum independence.
• Ensure adequate knowledge and comply with risk assessments.
• Record complaint incidents and accidents as per the reporting policy, keeping all parties involved up to date
• Make sure that customer care plans are regularly reviewed and are up to date with any changes
• Monitor MAR charts and take appropriate action on any issues
• Represent Angelcare in the community and use personality to help build a rapport with the local community helping to generate new enquiries.
• Deliver personal and non-personal care to clients working both single and double rounds
• Visit potential clients and deliver an individual needs assessment

Skills on Resume: 

• Supervision and Observation (Hard Skills)
• Assessment and Care Planning (Hard Skills)
• Communication (Soft Skills)
• Cover and Emergency Response (Hard Skills)
• Support for Independence (Soft Skills)
• Compliance and Risk Management (Hard Skills)
• Documentation and Reporting (Hard Skills)
• Care Plan Management (Hard Skills)

Job Summary:

• Manage the day-to-day operations of the CX team and support each team member’s performance and growth
• Actively manage and oversee requests across all customer channels (e-mail, social, chat, SMS, etc.)
• Manage escalations and respond directly to customer questions/complaints/etc
• Foster a culture of professionalism, creativity, ownership, and customer advocacy
• Build CX documentation and keep all platforms and applications up to date
• Periodically evaluate the fit and benefit of currently used tools, applications, and platforms
• Create and maintain CX reporting for customer feedback, warranty, and returns
• Collaborate with other teams (Digital, Operations and Warehouse, Production, etc.) to stay up to date with customer service policies, product knowledge, and ops procedures and inform future changes to policies/procedures
• Develop and implement strategies to improve internal practices and processes and build knowledge of policies, procedures, and best practices
• Encourage and identify opportunities for carers to develop career

Skills on Resume: 

• Leadership and Team Management (Soft Skills)
• Multichannel Customer Service Management (Hard Skills)
• Conflict Resolution and Escalation Management (Soft Skills)
• Cultural Development (Soft Skills)
• Technical Proficiency and Documentation (Hard Skills)
• Analytical and Evaluation Skills (Hard Skills)
• Data Analysis and Reporting (Hard Skills)
• Cross-functional Collaboration (Soft Skills)

Job Summary:

• Oversees the day-to-day operations of a group of associates.
• Coordinates referrals to appropriate technical, professional, or service personnel for follow-up.
• Monitors Customer Service KPI’s, such as Customer On-Time Deliveries and Customer Satisfaction.
• Develops initiatives and programs to improve Customer Service efficiency and standardize it across the business.
• Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.
• Screens incoming and outgoing calls and emails to ensure quality, customer service, and adherence to the policies and procedures of the organization.
• Provides feedback to assist in the creation of performance improvement goals and the development of training programs.
• Servicing internal and external customers, other departments and the sales support needed by the sales staff to include but not limited to phone queue inquiries and route coverage.
• Monitoring Customer Care productivity, revising procedures and/or developing new forms to improve the efficiency and effectiveness of workflow and associates
• Formulating procedures for systematic retention, protection, retrieval, transfer, and/or disposal of records.
• Implementing Sales Support mentality to create a stable foundation for sales growth through enhanced sales support and customer relationships.

Skills on Resume: 

• Operational Leadership (Soft Skills)
• Customer Service Management (Hard Skills)
• Training and Development (Soft Skills)
• Quality Control and Compliance (Hard Skills)
• Performance Management (Soft Skills)
• Interdepartmental Coordination (Soft Skills)
• Process Improvement (Hard Skills)
• Sales Support Development (Soft Skills)

Job Summary:

• Communicating effectively with service users, Multi-Disciplinary teams and Berkeley Home Health.
• Keeping factually accurate records about time spent with each service user
• Follow policies and procedures outlined during training
• Promote the rights d freedoms of those receiving services in line with the Human rights Act and the Mental Capacity Act
• Assist in the prevention of the spread of infection and promote the health and safety and welfare of individuals by ensuring a clean and safe environment
• Report back any concerns that may impede the ability to carry out role effectively
• Give medication where outlined in accordance with the directions of a General Practitioner, in a safe way
• Attend training specified by Berkeley Home Health
• Promote the values of Equality, Diversity and inclusion
• Providing information to service users in order to facilitate informed decisions
• Reviewing customer requests and/or complaints to identify and implement process improvements to make department more efficient and customer centric.
• Managing and directing department personnel and overseeing direction, coordination and evaluation.

Skills on Resume: 

• Effective Communication (Soft Skills)
• Accurate Record Keeping (Hard Skills)
• Adherence to Policies and Procedures (Hard Skills)
• Promotion of Rights and Freedoms (Soft Skills)
• Infection Control and Safety (Hard Skills)
• Issue Reporting (Soft Skills)
• Medication Administration (Hard Skills)
• Ongoing Professional Development (Soft Skills)

Job Summary:

• Maintains a caseload of up to 40 clients and supervises 5-10 HCPs
• Maintains positive collaborative working relationships with clients, Home Care Providers, onsite services, Case Management, health care team, and staff of the Human Services Agency (HSA)
• Receives referrals from IHSS for new clients and complies with IHSS standards for performance
• Conducts whole-person assessments in the client's homes according to established timelines
• Creates individualized goal-oriented, person-centered Care Plans and Service Plans for each client, including creating regular home care schedules
• Provides care management services, based on the assessments, and IHSS protocols for services at minimum conducts home visits on a quarterly basis
• Communicate all relevant client and Provider information to the Manager of Care Teams
• Completes all charting, scheduling, and forms on a weekly basis
• Completes all other documentation in accordance with IHSS and Homebridge protocols for service
• Works closely with HCPs to best serve the client, including scheduling to ensure all client hours are being served to meet client needs
• Liaise closely with care coordinators, care managers, customers and care workers.
• Carry out 50% of the on-call responsibilities with the care co-ordinator.

Skills on Resume: 

• Case Management Proficiency (Hard Skills)
• Strong Organizational Skills (Hard Skills)
• Effective Communication (Soft Skills)
• Assessment and Evaluation (Hard Skills)
• Client-Centered Care Planning (Hard Skills)
• Collaborative Team Work (Soft Skills)
• Adaptability and Crisis Management (Soft Skills)
• Knowledge of IHSS Protocols and Standards (Hard Skills)

Job Summary:

• Assesses and supports the work of HCPs while communicating performance issues/successes to the Manager of Care Teams
• Ensures that HCPs are well-trained, able to perform the duties assigned to them
• Employs the “Coach Approach” in working with HCP’s, conducts regular supervision meetings
• Participates on a team that screens, interviews, and recommends HCPs for hire
• Meets with HCPs in clients’ homes to support the HCPs
• Respond to calls from HCPs regarding service delivery
• Makes outgoing calls to HCPs in a timely fashion
• Monitors HCP’s daily schedules, ensuring that maximize time working with clients
• Ensures that HCPs are given and have a full understanding of each client’s Care Plan
• Occasionally assist clients with basic needs in HCP’s absence or when needed for at-home visits.
• Documents all activities in Procura in real-time and files notes in real-time

Skills on Resume: 

• Leadership and Supervision (Hard Skills)
• Training and Development (Hard Skills)
• Coaching Skills (Soft Skills)
• Recruitment and Selection (Hard Skills)
• Client Support and Engagement (Soft Skills)
• Communication Skills (Soft Skills)
• Organizational Skills (Hard Skills)
• Care Plan Management (Hard Skills)

Job Summary:

• Take responsibility for the smooth running of the care service in the field, and to ensure quality of care and SU satisfaction.
• Report all events that occur in the field with the service users that we look after to the Quality and Service manager immediately and ensure these are duly actioned.
• Implementing all quality assurance checks by one-to-one visits to service users, attending reviews and assessments
• Representing the company in all meetings with the local authorities to whom we are commissioned.
• Undertake assessments for new packages within 48 hour, first QA after two weeks, and re-assessments at 6-monthly intervals for double-handed service users, and annually, for all other service users.
• Collect MAR’s/Observation Forms from SU homes where required at the beginning of the month and return them to the office.
• Monitor the effectiveness of carer workers in the field through various types of spot checks, at least quarterly, 
• Ensuring greater frequency of checks where medication is being administered by the carer worker.
• Make sure that failed spot checks are rescheduled.
• Check staff dress codes and manage staff aptitude and attitude.
• Maintain records, and complete handover the following morning.
• Ensure good relations are maintained in between all company staff and its clients.
• Participate in attending to service user care and support needs.
• Ensure the weekly schedule is in the office at the start of each week/ end of the previous week.
• Providing the data needed from the field in order to submit quarterly Key Performance indicators.
• Deal with low-level complaints

Skills on Resume: 

• Leadership and Management (Hard Skills)
• Quality Assurance (Hard Skills)
• Communication Skills (Soft Skills)
• Organizational Skills (Hard Skills)
• Problem-Solving Abilities (Soft Skills)
• Attention to Detail (Hard Skills)
• Team Leadership (Hard Skills)
• Data Management (Hard Skills)

Job Summary:

• Implement the quality control procedures
• Carrying out customer assessments prior to the commencement of care service
• Attending customers and first call to introduce the care worker to the customer
• Liaise closely with the care coordinator to ensure correct customer/care worker matching for new customers
• Attending care worker training sessions and meetings in order to select the most suitable care worker
• Assigning suitable alternative care workers for those calls, until such time as the permanent care worker is able to return to work
• Attend customer care reviews.
• Carry out spot visits and quality checks on care workers in the field
• Supervision of care workers, including quarterly 1-2-1 meetings
• Implement all field-based training programs.
• Ensure that all changes to care schedules are reported, without delay, to the care co-ordinators.
• Maintain all reporting and recording procedures are up to date.

Skills on Resume: 

• Quality Control Management (Hard Skills)
• Customer Assessment Skills (Hard Skills)
• Interpersonal Communication (Soft Skills)
• Coordination and Matchmaking (Soft Skills)
• Training and Development (Hard Skills)
• Crisis Management and Problem Solving (Soft Skills)
• Supervisory Skills (Soft Skills)
• Documentation and Reporting (Hard Skills)

Job Summary:

• Supervising Care Assistants to develop the right skills and experience
• Deliver the best quality care and support to each customer.
• Effective implementation of customer care assessments, care & support plans, risk assessments and reviews.
• Ensure that all changes to care schedules are reported without delay to the coordinator.
• Taking the on-call phone on a rota basis and ensuring all issues are dealt with effectively.
• Maintain all reporting and ensure records are up to date and reviewed regularly.
• Liaise closely with coordinators, care managers, support supervisors, customers, care workers and external agencies.
• Assist in performance-related matters when requested.
• Complete hands-on care as and when needed to ensure customers are supported.
• Develop, plan, and implement short and long-range goals for direct reports
• Manage performance and employee engagement through weekly 1:1 meetings

Skills on Resume: 

• Leadership and Supervisory Skills (Soft Skills)
• Care Planning and Management (Hard Skills)
• Communication Skills (Soft Skills)
• Crisis Management and Problem Solving (Soft Skills)
• Record Keeping and Reporting (Hard Skills)
• Empathy and Customer-Focused Care (Soft Skills)
• Performance Management (Soft Skills)
• Flexibility and Hands-On Care (Soft Skills)

Job Summary:

• Ensure Customer Service Department service standards are met
• Manage, coach, and develop a team of 7 t0 10 team members (Order Entry and Billing Reps, Technical Support Reps, and/or Subject Matter Experts). 
• Assisting with hiring and termination decisions and writing performance reviews.
• Manage the schedules and day-to-day activity of team members, including delegation of daily work assignments
• Ensure Customer Service Department service standards are met
• Interface with customers to resolve problems
• Contribute ideas for process improvement and efficiency to increase productivity and quality
• Build and maintain a high level of department integrity at the corporate and customer level
• Ensure established company policy and procedures are followed
• Review and revise department procedures
• Communicate all changes on policy and procedures to team members.
• Devise and communicate administrative and procedural decisions to the Customer Service team

Skills on Resume: 

• Leadership and Management Skills (Soft Skills)
• Human Resource Management (Soft Skills)
• Scheduling and Delegation (Hard Skills)
• Customer Service Excellence (Soft Skills)
• Problem-Solving and Conflict Resolution (Soft Skills)
• Process Improvement (Hard Skills)
• Policy and Procedure Management (Hard Skills)
• Communication (Soft Skills)

Job Summary:

• Supporting the Manager and Senior Staff in day-to-day operations of supported housing
• Ensure the delivery of service as agreed in the Service User support plan
• Liaison with internal and external stakeholders to foster a positive environment in which service users are actively engaged to build confidence and self-esteem
• Conduct service user daily assessments, update associated records and information management where necessary
• Complete full handover with incoming/outgoing shift in accordance with the SOP, including communication book, company equipment, house float.
• Complete medication audits, order medication and record any changes to service user medication for all service users
• Ensure that required tasks are complete and recorded correctly to ensure the cleanliness, quality, safety and security of each service user and home
• Ensure that staff ROTA’s for the service are created at least two weeks in advance taking into account any additional tasks, time allocation required
• Ensure that care workers wear appropriate uniforms, and identification badges and use personal protective equipment as per guidelines.
• Ensure staff training compliance, supervisions and spot checks are completed
• Ensure the service user support packages are updated and submit to management for approval

Skills on Resume: 

• Service Delivery Management (Hard Skills)
• Stakeholder Liaison (Soft Skills)
• Assessment and Documentation (Hard Skills)
• Shift Handover Procedures (Hard Skills)
• Medication Management (Hard Skills)
• Safety and Quality Assurance (Hard Skills)
• Rota Management (Hard Skills)
• Compliance and Training Oversight (Hard Skills)

Job Summary:

• Record, follow up and track incident notifications until closure.
• Investigate and record evidence related to incidents and ensure it is loaded onto the system. 
• Submit to management for approval and closure
• Complete all Service User move-in/out action plans and liaise with onsite housing officers
• Record and track stock levels of essential items and ensure that orders for items are submitted timeously
• Monitor the Tunstall during shift and to respond to service user’s needs, to report all Tunstall to call out in service users file and communication book.
• Identify any maintenance required to ensure that the property and living area are maintained to a high standard and record and assign tasks
• Identify any continuous improvements in order to enhance current operations
• Works directly with staff to ensure comprehensive and timely reporting of information and data collection.
• Responds to inquiries from potential and active customers.
• Processes change for service.
• Manages customer service activities to ensure all aspects of the scope of work are included within the operating system and that adherence to the scope of work equates to proper billing and cost allocations.
• Work with the Claims Department to resolve discrepancies or disputes.

Skills on Resume: 

• Incident Management (Hard Skills)
• Investigation and Documentation (Hard Skills)
• Process Management (Hard Skills)
• Tenant Relations (Soft Skills)
• Inventory Management (Hard Skills)
• Emergency Response (Hard Skills)
• Maintenance Oversight (Hard Skills)
• Continuous Improvement (Soft Skills)