Vacancy - Domiciliary Care Compliance Officer X 2:

Reports to:

Care Coordinator

As awell-established healthcare recruitment organisation, Immediate Medical Solutions (IMS) aims to put care at the heart of all we do. This extends to

service users, clients, candidates as well as our internal staff. It is our objective to help develop our team members to maximise their full potential:

ultimately to life better, more fulfilling lives.

We welcome individuals with passion, drive and good work ethic. Generating value is important and we believe individuals who identify with our core

values: namely that of trust, loyalty, moral value and high achievers, will be a good fit within the business.

Responsibilities:

• Provide and promote excellence in customer service for both internal and external
• Regular communication with our staff, carers and clients
• Ensure performance metrics are upheld and exceeded
• Observe all safety practices and maintain a safe working environment.
• To seek new business development opportunities
• To answer all incoming telephone calls and deal/direct to relevant person
• Analyse quality and data identify trends and make suggestions for improvement
• Follow communication procedures, guidelines and policies
• Experience in ensuring compliance levels meet CQC and local authority requirements.
• Ensure that the service being delivered is of a high quality and meets all compliance requirements.
• Assist in the continuing improvement and high compliance levels of the service we provide.
• Play a role in the monitoring of compliance in conjunction with the company to ensure contractual, regulatory and legislative expectations are met
• Prepare actions to ensure compliance issues are rectified in a timely manner
• Work in conjunction and follow the directives of the company to ensure all staff are aware of policies and procedures and that this knowledge is kept up to date.
• To be involved in the preparation of and delivery of Office Team Meetings and Care Worker Team Meetings in regards to quality and compliance
• To be responsible for the quality and compliance of all new service user and care worker files, complete file audits on a regular basis, identifying compliance and quality issues and preparing actions for the office teams.
• To work in conjunction and follow the directives of the Company to investigate and respond to concerns and complaints, following policy and procedure, and ensure responses are provided in a timely manner
• An extensive understanding of good care principles and regulations, skills in assessment and care planning, in-depth knowledge and understanding of compliance and quality policies & procedures.

Attributes/Education/ Work Experience Requirements

• Excellent computer proficiency (MS Office – Word, Excel, PowerPoint and Outlook)
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Degree educated: desirable
• Excellent presentation skills
• Organisational skills
• Team working skills
• Proven track record of high achievement in targeted environment
• Must have strong negotiation skills
• Must be a natural relationship builder
• Must have excellent time management skills, able to prioritise a busy workload.
• Proven customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

Remuneration and start dates shall be discussed at interview. If you are interested in this role, please reply with your most updated CV to info@ims-nhs.co.uk