Job Description
We have an exciting opportunity for an Operations Manager to join our team, based out of our Wokingham office, and be responsible for the day to day management of the head office services and Care Coordination teams.
This will be to ensure a high delivery of customer service is delivered to all clients, carers and staff.
The Operations Manager will work closely with the Senior Care Coordinators to ensure that all packages of care are scheduled in advance, rotas are communicated in a timely fashion to the Clients and care staff, and that all commissioned packages have suitably trained staff scheduled.
Regular oversight of the scheduling system and running reports to ensure all shifts are scheduled and all Service Users have their commissioned care hours covered and never left without a carer or agreed plan in place.
This role will work closely with the quality team and Registered Manager to ensure that all staff are working to company and CQC regulatory requirements and ensure all documented evidence and requirements are being met through regular supervision and quality monitoring of staff.
The Operations Manager main duties:
* Provide leadership and support for all of the Head Office Team
* Developing and growing the business by actively working with all teams to ensure a smooth and safe transition for all new Clients into the business
* To have an understanding of the company’s targets and goals and actively work with the teams to help achieve these targets and goal.
* Communicate effectively with customers of the company and assist in the day to day management of compliments and complaints ensuring timeframes are met and all communication is clear and in line with all company values.
* Manage the workflow of new business with the team of Care Coordinators, Business Development Managers and Clinical Team to ensure exceptional service delivery.
* Maintain the accuracy of the company’s database and expand the contents through research and accurate record keeping and quality checking the teams to ensure that all records are maintained.
* Undertake quarterly supervisions and annual appraisals with all direct reports and deliver or source appropriate coaching and training for staff as required.
* Identify resource requirements for the company and notify the Operations Director and Recruitment Manager in advance of when that resource is required for care and office staff.
* Support accurate records and updates in One Touch to ensure that all care staff are paid correctly and efficiently, and that billing information is correct for all customers.
* Be part of the Escalation Manager on call rota and provide support to staff on call on a rota basis.
* Ensure that the Senior Care Co-Ordinators complete the on-call rotas and ensure that an on all person is available for all regions at all times.
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