Care Compliance & Quality Improvement Officer

Cera Care Ltd; Basildon; On-site; GBP 23,000 - 28,000; Full time

Job summary

Cera Care Ltd in the United Kingdom (Basildon) is seeking a Service Support Officer to manage electronic call monitoring, ensure compliance, and drive improvements in care quality.

You will triage alerts, investigate attendance issues and support reporting, contributing to a safe, high-quality home care service for our clients. A strong focus on regulatory adherence and process improvement is required.

Qualifications

• Manage electronic call monitoring and related compliance.
• Investigate visit attendance and duration issues, escalating top offending carers and poor behaviour root causes to the Care Coordinator.
• Triage all inbound alerts, complaints and questions across Cera branch systems, email, phone and walk-ins.
• Ensure branch and carer staff operate in accordance to company's standard operating procedures and regulatory requirements.
• Create and lead on improvement plans to ensure high compliance and a culture of learning and improvement.

Responsibilities

• Handle visit punctuality and durations in line with care package obligations.
• Respond to alerts on the system related to non-adherence with schedules.
• Reconcile visit information daily in line with contractual/regulatory requirements.
• Support logging of incident information and daily/weekly/monthly reporting.
• Signpost carers to procedures, policies and best practices.

Job description

Cera Care Ltd in the United Kingdom (Basildon) is seeking a Service Support Officer to manage electronic call monitoring, ensure compliance, and drive improvements in care quality.

You will triage alerts, investigate attendance issues and support reporting, contributing to a safe, high-quality home care service for our clients. A strong focus on regulatory adherence and process improvement is required.