Electronic Call & Compliance Monitor

Irvine, UK
27 Aug 2019
26 Sep 2019
Contract Type
Full Time
Carewatch are looking to increase our office team who support staff working in the communities.

We are now looking to recruit two full time Electronic Call & Compliance Monitor's (we would consider part time applicants)

Our Ayrshire office operates 7 day a week (from 6.30am to 2.30pm) or (2.30 -10.30pm) and work would be on a rotational shift bases 5/7 days.

From our Irvine base we support our community-based teams of carers who provide a wide range of care and support to hundreds of customers across North Ayrshire enabling them to get the best out of life, supporting their independent living within the comfort of their own homes and community. We work in a fast-passed dynamic sector, dealing with a wide range of differing needs of customers, sometimes in difficult situations so the ability to remain calm and mange a number of things at once is essential. Excellent organisational and communication skills are a must along with the ability to work under pressure and manage conflicting priorities.

Whilst the position is office based you must ensure you can get to work and back home if using public transport.

Duties will include:

·To ensure that all customer visits are monitored accordingly through the CM2000 software in a timely manner

·Responding promptly and accurately to any alerts and taking appropriate action to avoid visits being delivered late or missed

·To ensure customers are informed when visits will be late

·Bring to the attention of Care Coordinators and Managers any Support Workers who do not follow the protocol of confirming the start and finish of a call

·To follow strict reporting protocols

·To offer phone support to customers and staff (including some overnights occasionally)

·To ensure appropriate data is collected, recorded and actioned

·Answer and conduct telephone calls in a professional manner

·Carry out Quality Monitoring telephone surveys

·Communicate effectively to inform service users of changes to carers or late visits

·To prepare Company Office Reports as required

·Ensure all communications are accurately and appropriately recorded on journals, handovers and any other required methods

·You may be required to cover care work in emergencies

We are looking for someone with the following skills

Essential skills

·Excellent IT skills

·Good knowledge of compliance monitoring systems

·Ability to follow policies and procedures

·Excellent organisational skills and adaptable working in a fast-paced environment

·Attention to detail

·Experience handling diverse enquiries in a high "call turnover" environment

·Confident using own initiative to respond to situations and problem solve
  • Excellent standard of communication skills (verbal and written)

·Ability to remain calm under pressure

·Ability to manage your own time to achieve tight deadlines

Desirable skills | qualifications
  • Understanding of call monitoring compliance systems within the Health and Social Care Sector such as CM2000 and Staffplan

·Experience in an administration role within a busy service delivery/customer service environment

·Working knowledge of Domiciliary Care

Behavioural competencies

·Planning and Organising

·Governance and Quality

·Communicating Effectively

·Customer Service

·People Skills


We will support you with:

·Starting salary of £19,100 pa

·The opportunity to study for career development

·Free uniforms

·32 days paid holidays

·Workplace Pensions

Disclosure Scotland and PVG required, along with acceptable references, including your last employer.

If you want to make a difference and like the idea of working for a standout employer, we would love to hear from you.

Carewatch Inverclyde, Ayrshire, Dunbartonshire and Argyll are part of Inverclyde and North Ayrshire Care Services Ltd who are a family owned and operated business providing care and support services to Ayrshire, Inverclyde, East and West Dunbartonshire and Argyll (Lomond area). Operating as a franchise of Carewatch. We have offices in Greenock and Irvine. For more details please go to www.carewatch.co.uk/jobs

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