Role
The Operations Executive/Senior Executive is responsible for managing the day-to-day operations of the home personal care service provided to clients. This includes ensuring the efficient delivery of high-quality care, compliance with regulatory standards, and effective coordination of community caregivers, resources, and client needs. The role demands strong organisational skills to ensure smooth operations, community caregivers’ performance, and client satisfaction.
Key Responsibilities
Operational Management
- Oversee the smooth running of home personal care operations, ensuring that services meet both CWA standards and client expectations.
- Coordinate schedules for caregivers and other personnel to meet client needs, ensuring adequate staffing levels.
- Monitor and track daily service delivery, ensure timely visits and adherence to care plans.
- Maintain proper documentation of client care, community caregivers’ schedules, and service records.
Staff Management and Coordination
- Supervise and support community caregivers, ensuring they adhere to CWA policies and provide high-quality care.
- Coordinate training sessions, ensuring community caregivers are fully trained and prepared to meet client needs.
Recruitment & Onboarding
- Assist in the recruitment process, onboarding, and orientation of new community caregivers, including candidate screening.
Service Quality Management and Compliance
- Ensure that all home personal care services are delivered in compliance with relevant healthcare regulations / standards, and CWA policies.
- Review of SOP(s) regularly to ensure accuracy and relevance, making necessary updates as required.
Client Relationship Management
- Act as the primary point of contact for clients, families, and community caregivers, addressing concerns, feedback, and inquiries promptly.
- Proactively identify opportunities to improve service delivery and enhance client satisfaction.
Administration Support
- Assist with filing documents, maintaining accurate records, and organising client and family caregiver data in both digital and physical formats.
- Manage Case Management System (CMS) for home personal care service.
- Timesheet Management: Ensure the timely collation and submission of caregiver timesheets for payroll processing, resolving discrepancies where necessary
- Payment Collection: Assist with collection of cash payments from clients, requiring individual to liaise with clients on their payment or arrange with them on payment methods.
Other Duties
- Project Management: Participate in department initiatives and projects aimed at improving operational efficiency, caregiver performance, and client satisfaction
- Any duties that may be assigned from time to time
Requirements:
- Degree in Business Administration, Healthcare Management or related field.
- Minimum 1-2 years of experience in a community health or home care setting and understanding of home care services.
- Strong communication skills in English and Mandarin, with the ability to liaise with clients, caregivers, and other departments effectively
- Able to manage multiple tasks and responsibilities simultaneously
- Quick to adapt to changes
- Proficient in Microsoft Office 365 and other office management tools
- A caring attitude with a desire to make a positive impact in the lives of elderly, disabled, or ill individuals
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