Care Account Manager Remote
Job description
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 serviceOwn 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:
Opportunity to join an early stage startup and shape the business
Support from senior healthcare professionals
Competitive salary
Company pension with matched contributions
25 days holiday (plus bank holidays)
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
