ECM Officer (Electronic Call Monitoring Officer)

The ECM Officer is tasked with overseeing the Electronic Call Monitoring (ECM) system to guarantee that all care visits are accurately executed, logged, and billed. This role involves close collaboration with Care Coordinators, Field Care Supervisors, Registered Managers, and Care Workers to uphold contractual, regulatory, and company standards. Responsibilities: - Oversee daily ECM alerts, exceptions, and visit discrepancies. - Probe into missed, late, early, or unverified care visits. - Guarantee precise recording of all care calls within the ECM system. - Promptly address visit exceptions. - Verify that care visits align with contractual and commissioning requirements. - Spot and elevate potential compliance issues. - Generate reports on missed calls, late visits, and compliance performance. - Aid managers in audit and inspection preparations. - Support adherence to CQC regulations, GDPR, and company policies. - Produce daily, weekly, and monthly performance reports. - Track KPIs related to attendance, punctuality, visit completion, and service delivery. - Facilitate payroll and invoicing by ensuring visit data accuracy. - Offer guidance to care workers on ECM usage. - Conduct or support training sessions on ECM systems and mobile apps. - Encourage best practices in electronic recording and monitoring. - Coordinate with Care Coordinators and Branch Managers on visit exceptions. - Communicate with care staff about missing visit records. - Collaborate with operational teams to maintain care continuity. - Raise significant concerns impacting service delivery. KPIs: - Decrease in missed and unverified calls. - Swift resolution of ECM exceptions. - Precision of payroll and billing data. - Adherence to contractual monitoring requirements. - Quality and timeliness of management reports. - Data accuracy within the ECM system. Perfil pretendido: - Prior experience in administrative, scheduling, or care coordination roles. - Strong IT proficiency, especially in Microsoft Excel. - Exceptional attention to detail and accuracy. - Solid analytical and problem-solving capabilities. - Effective communication and organisational skills. - Capacity to juggle multiple priorities and meet deadlines. Working Conditions: - Primarily office-based, with occasional travel to branch locations as needed. - Flexibility may be required to support operational demands. - Extended use of computer systems. Send your CV to: [email]