Are you looking for an exciting challenge and the chance to join a leading digital healthcare platform? By joining Hometouch you can be at the forefront of the fast growing live-in care sector. We’re a passionate and committed team of healthcare professionals who are transforming the experience of care for our patients and their representatives. 2020 has seen a shift towards live-in care and the comfort that brings to many families looking as an alternative to care homes. Founded in 2015 by NHS dementia specialist Jamie Wilson, Hometouch's vision is to improve the quality of dementia care across the UK. We've been covered in the Evening standard and Times and have a fantastic reputation across the NHS and social care sphere. We are achieving this by delivering great experiences for our care recipients & their representatives, as well as making the working lives of our carers more fulfilling and better supported. Delight our care recipients and their representatives Develop an understanding of each care recipients’ situation, in order to deliver the optimum level of support. Identify the needs of each stakeholder involved in a care relationship and ensuring each receives the highest standard of service Own the care recipient relationship. Proactively reach out to care recipients, their representatives, and carers to ensure the smooth running of our relationships Ensure a continuous level of care is delivered to care recipients, particularly during periods of support worker absence and illness Monitor and ensure the quality of care for care recipients, as well as their general health and circumstances. Escalate issues to the clinical team when needed Point of contact for queries and concerns from care recipients and their representatives, including the management and investigation of conflicts and incidents Track and achieve all relevant key performance indicators (KPIs) for successful business operations, supporting the whole business deliver its growth targets Proactively work with the care advisor team to prevent churn and promote the long-term value of care recipient relationships Work closely with the Head of Operations to ensure that the business is safe and well-lead. Deputising during absence Support the Registered Manager in ensuring CQC regulations are adhered to Undertake ad-hoc projects as required to support the growth of the business and achievement of customer delight. Including the implementation of policies and procedures Attend external meetings in support of care recipients as required Enhance the carer experience Liaise and communicate with our team of carers. Actively supporting them to deliver the best levels of care Ensuring a positive experience for assigned carer, helping them build a great relationship with each care recipients Play an active role in the identification, recruitment and onboarding of new carers to Hometouch Understand and analyse opportunities for streamlining our recruitment pipelines and how they can best meet the needs of new and existing care recipients Consistently uphold best practice and be a role model for the wider business Who are you? Experience in care coordination, account management or customer service Healthcare experience desirable but not essential Positive attitude and an outgoing approach Strong ability to empathise and communicate with a wide range of backgrounds Self starter willing to drive this mindset in others Skilled at agile thinking, taking appropriate actions to resolve any unforeseen issues as they arise Refusal to accept norms. A problem solver with an analytical approach Willingness to resolve challenging situations Ability to multitask and work on different tasks simultaneously and to deadlines Here’s what you’ll get working with us: Competitive salary Company pension with matched contributions 25 days holiday (plus bank holidays) Private Healthcare Laptop and equipment provided Great work-life balance (we are big on this) Work environment that values creativity, personal growth and collaboration Continuous learning and development: you will be challenged with lots of responsibility and exciting projects in a supportive and encouraging environment