About Us:
For over 60 years, Consultus Care and Nursing has been a trusted nationwide provider of exceptional live-in care and nursing care at home. Our high-quality services enable individuals to live safely and independently in their own homes, without needing to move into a care or nursing home. With a reputation for excellent care, we are proud to be rated ‘Good’ by the Care Quality Commission (CQC) and highly valued by our clients.
Role Overview:
As an Introductory Care Consultant, you are integral to ensuring our clients receive the best possible care by matching them with skilled live-in carers. Your role is focused on delivering excellent service through effective client and carer engagement, ensuring compliance, managing scheduling, and collaborating with multiple internal teams to maintain the high standards we pride ourselves on. You will be responsible for managing the complete care experience for both clients and carers, ensuring a seamless and bespoke service. You will be allocated clients based on regions, mirroring the regions managed by our Managed Care Consultants, to ensure alignment and regional consistency.
Key Responsibilities:
- Client and Carer Matching:
- Assess client care needs and match them with suitable live-in carers based on skills, preferences, and experience.
- Confirm booking details, ensuring all care assignments are scheduled and correctly arranged.
- Provide carers with a portfolio of clients to ensure compliance, career progression, and workplace varied experience.
- Client and Carer Engagement:
- Conduct regular check-in calls with clients to ensure their needs are being met and to monitor satisfaction.
- Collect client feedback on the care provided, addressing any concerns, and forwarding insights to relevant teams for service improvement.
- Provide carers with feedback from clients, offering support to address any performance issues where necessary.
- Compliance and Safeguarding:
- Collaborate with internal departments, including training and admin, to ensure carers are fully compliant with relevant regulations before being assigned to clients.
- Flag any expired rechecks to the appropriate teams, ensuring timely renewals and compliance updates.
- Support the safeguarding process, ensuring all parties are safe and any concerns are addressed promptly.
- Regional Client Allocation:
- Be allocated clients within specific regions, in alignment with the territories managed by the Managed Care Consultants, ensuring consistent care delivery across assigned areas.
- Cross Department Collaboration:
- Work closely with training and admin teams to ensure carers are well-prepared, compliant, and matched with clients according to their care needs.
- Ensure all relevant documentation is complete and up to date, supporting both client and carer requirements.
- On-Call and Safeguarding Support:
- Provide on-call support when needed, assisting with any urgent client or carer concerns.
- Address any safeguarding issues or emergencies and escalate as appropriate, ensuring the safety and wellbeing of both clients and carers.
Key Skills and Qualifications:
- Experience in care consultancy, client management, or social care is essential.
- Excellent communication and interpersonal skills, with the ability to engage with clients and carers in a professional, compassionate manner.
- Strong understanding of compliance, regulatory requirements, and IR35 legislation in the context of live-in care.
- Ability to manage multiple assignments, prioritize tasks, and meet deadlines efficiently.
- High level of organizational skills and attention to detail.
- Ability to collaborate effectively with various teams and departments to ensure smooth service delivery.
- A passion for providing exceptional care and ensuring the best outcomes for clients and carers alike.
Key Performance Indicators (KPIs):
- Client Satisfaction: Measured through client feedback and check-in calls, aiming for a consistently high level of satisfaction with care services.
- Carer Feedback: Regular feedback collection to ensure carers receive appropriate support and development, with a focus on performance improvement where necessary.
- Compliance & Safeguarding: Timely flagging and action on compliance issues, with no significant lapses in rechecking expirations or safeguarding concerns.
- Service Efficiency: Effective management of scheduling and client-carer matches to ensure minimal disruptions and high-quality care delivery.
- Retention of Clients: Monitoring and improving client retention rates by ensuring their needs are met, addressing concerns promptly, and promoting satisfaction.
- Retention of Carers: Actively work to ensure high levels of carer retention by supporting positive relationships, providing regular support, and addressing issues in a timely manner.
- Regional Performance: Successfully managing allocated regional clients, ensuring consistent service delivery, collaboration with Managed Care Consultants, and alignment of care needs within your region.
Job Types: Full-time, Permanent
Pay: £30,000.00-£32,000.00 per year
Benefits:
- Company pension
- On-site parking
Language:
- English (preferred)
Work Location: In person
