Detalhe da Oferta:

• ECM Officer (Electronic Call Monitoring Officer)
• Job Title
• ECM Officer (Electronic Call Monitoring Officer)
• Department
• Operations / Care Coordination
• Reports To
• Operations Manager / Branch Manager
• Location : hybrid
• Job Purpose

The ECM Officer is responsible for monitoring, maintaining, and improving the Electronic Call Monitoring (ECM) system to ensure that all care visits are delivered, recorded, and billed accurately. The postholder will work closely with Care Coordinators, Field Care Supervisors, Registered Managers, and Care Workers to ensure compliance with contractual, regulatory, and company requirements.

• Key Responsibilities
• Electronic Call Monitoring Management
• Monitor daily ECM alerts, exceptions, and visit discrepancies.
• Investigate missed, late, early, or unverified care visits.
• Ensure all care calls are recorded accurately within the ECM system.
• Resolve visit exceptions in a timely manner.
• Compliance and Quality Assurance
• Ensure care visits meet contractual and commissioning requirements.
• Identify and escalate potential compliance concerns.
• Produce reports on missed calls, late visits, and compliance performance.
• Assist managers in preparing for audits and inspections.
• Support compliance with CQC regulations, GDPR, and company policies.
• Reporting and Analysis
• Generate daily, weekly, and monthly performance reports.
• Monitor KPIs relating to attendance, punctuality, visit completion, and service delivery.
• Support payroll and invoicing processes by ensuring visit data accuracy.
• Staff Support and Training
• Provide guidance to care workers regarding ECM usage.
• Deliver or assist with training on ECM systems and mobile applications.
• Promote best practice in electronic recording and monitoring.
• Communication and Coordination
• Liaise with Care Coordinators and Branch Managers regarding visit exceptions.
• Communicate with care staff regarding missing visit records.
• Work collaboratively with operational teams to ensure continuity of care.
• Escalate significant concerns affecting service delivery.
• Key Performance Indicators (KPIs)
• Reduction in missed and unverified calls.
• Timely resolution of ECM exceptions.
• Accuracy of payroll and billing data.
• Compliance with contractual monitoring requirements.
• Quality and timeliness of management reports.
• Data accuracy within the ECM system.
• Person Specification
• Essential
• Experience working in an administrative, scheduling, or care coordination role.
• Strong IT skills, including
• Microsoft

Excel.

• Excellent attention to detail and accuracy.
• Good analytical and problem-solving abilities.
• Strong communication and organisational skills.
• Ability to manage multiple priorities and meet deadlines.
• Working Conditions
• Office-based with occasional travel to branch locations if required.
• May require flexibility to support operational needs.
• Use of computer systems for prolonged periods.

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