Medical Call Centre jobs

Job Purpose

To support the effective planning, coordination and monitoring of staff rota across Kind Solutions services, ensuring care and support visits are covered safely, efficiently and in line with service user requirements, contractual obligations, company policies and regulatory standards.

To provide agreed out-of-hours operational support through the on-call service and assist with workforce compliance, recruitment administration, training records and regulatory documentation within the scope of the part-time role.

Key Responsibilities Rostering and Scheduling

· Create, maintain and update staff rota for homecare, supported living and community support services.

· Allocate shifts based on service user needs, staff availability, skills, continuity of care and geographical location.

· Help ensure commissioned visits and support hours are fully covered, escalating risks or gaps promptly to management.

· Respond to sickness, absence, emergencies and last-minute staffing changes during agreed working hours and on-call periods.

· Arrange replacement staff where required and maintain clear communication with staff and managers.

· Monitor staff working hours and alert management to potential Working Time Regulation concerns.

· Ensure rota are communicated accurately and promptly to staff.

· Maintain electronic scheduling systems and workforce databases.

· Produce weekly and monthly rota information for management review as required.

On-Call Responsibilities

· Participate in the company on-call rota as agreed and in line with the needs of the service.

· Take the designated on-call mobile phone home when scheduled.

· Respond promptly to out-of-hours calls from staff, service users, families, local authorities and other stakeholders.

· Coordinate emergency staffing arrangements where necessary.

· Escalate safeguarding, health and safety, staffing or service delivery concerns to management.

· Maintain accurate records of all on-call incidents and actions taken.

· Support continuity of care provision outside normal office hours when scheduled.

Workforce Compliance

· Monitor staff training expiry dates and compliance requirements.

· Maintain accurate staff records and personnel files.

· Track DBS renewals, right-to-work documentation, references and mandatory training.

· Support recruitment and onboarding processes.

· Ensure workforce compliance records are maintained in preparation for audits and inspections.

· Assist management with monitoring staffing compliance against CQC requirements.

Communication and Coordination

· Act as a point of contact for care workers, support workers and team leaders in relation to rota matters.

· Liaise professionally with service users and families regarding scheduling arrangements.

· Maintain professional communication with local authorities, healthcare professionals and external stakeholders.

· Support operational management meetings through accurate workforce information and reporting.

Quality and Governance

· Ensure scheduling activities support safe, person-centred care.

· Promote high standards of customer service and professionalism.

· Assist with audits and quality assurance processes.

· Comply with GDPR, confidentiality and data protection requirements.

· Report incidents, complaints and safeguarding concerns in accordance with company policies.

Person Specification Essential Criteria

· Experience in rostering, scheduling or coordination within health and social care.

· Good understanding of homecare, supported living or community-based services.

· Strong organisational and time management skills.

· Ability to remain calm and make decisions under pressure.

· Excellent communication and interpersonal skills.

· Competent IT skills, including Microsoft Office and electronic rostering systems.

· Ability to work independently and as part of a team.

· Flexible approach to working hours and on-call responsibilities.

· Full UK driving licence and access to a vehicle.

Desirable Criteria

· Previous experience of on-call coordination.

· Knowledge of CQC regulations and care sector compliance requirements.

· Experience using Logezy, Access Care Planning, Birdie or similar care management systems.

· Understanding of workforce compliance requirements including Right to Work and DBS processes.

· NVQ Level 3 in Health & Social Care or Business Administration, or equivalent.

Key Competencies

· Planning and organisation

· Problem solving

· Decision making

· Teamwork

· Communication

· Reliability and accountability

· Attention to detail

· Customer service

· Ability to work under pressure

Additional Requirements

· Enhanced DBS check.

· Ability to participate in the company on-call rota.

· Ability to maintain strict confidentiality.

· Commitment to safeguarding adults and promoting person-centred care.

· Commitment to the values and objectives of Kind Solutions Limited.

Pay: £13.00-£15.00 per hour

Work Location: In person