Electronic Call Monitoring

Sugarman Health and Well-being are looking for a Electronic Call Monitoring Administrator to join our fantastic Homecare team based in Manchester.

Salary

£24 800 - £25 000 per annum

We are seeking a organised and detail oriented individual to support the effective monitoring and administration of our Electronic Call Monitoring (ECM) system. The role involves ensuring accurate recording of care visits, investigating and reconciling any discrepancies, and proactively following up on alerts, including unconfirmed visits and medication compliance issues.

The successful candidate will play a key role in maintaining contractual compliance, producing reports, and working closely with the Registered Manager to highlight issues and ensure service quality. Responsibilities also include managing absence records for payroll, ensuring inactive packages are correctly closed to avoid financial penalties, and providing general administrative support such as audits, archiving, and file maintenance.

As the first point of contact for ECM related queries, you will contribute to the smooth running of branch operations through strong communication, attention to detail, and problem-solving skills.

Key Responsibilities

• Monitoring the ECM system regularly and follow up on workers that have not logged in or out of visits
• Ensuring any unconfirmed visits can be reconciled
• Daily reconciliation of electronic call monitoring system and report any remaining disputed visits to the Registered Manager on a weekly basis
• Producing electronic call monitoring reports
• Following up alerts, investigate unconfirmed visits on ECM and provide a daily log of unconfirmed visits to the Registered Manager
• Following up medication alerts, investigate and highlight all noncompliance to the Registered Manager
• Maintaining ECM compliance on various contracts for planned versus actual time duration of visits
• Supporting the Registered Manager with KPI completion for Manchester and Trafford contracts
• Ensuring ended packages are inactive to avoid charges or financial contractual penalties
• Ensuring that all annual leave, sickness and maternity and other absence information is processed for payment
• Supporting branch with all administrative duties including archiving, service user/care worker file audits.
• First point of contact for all ECM queries

Experience & Qualifications

Previous experience with ECM systems is desirable but not essential. We welcome applications from candidates who are confident using IT systems such as email, Microsoft Word, and Excel, and who can demonstrate strong computer literacy. The ideal candidate will be a quick learner, adaptable, and comfortable working with digital systems and data.

Preferably holding NVQ/QCF Level 2 or 3 in Health & Social Care or happy to work towards the qualification.

Why Work for Medacs Healthcare?

• 25 days annual leave plus 8 bank holidays - supporting work/life balance
• EAP Service - access to our industry‑leading Employee Assistance Programme
• Ongoing mentoring and training through our e‑learning platform
• Life assurance cover
• Company pension scheme

Inclusion, Accessibility & Support

We are proud to be a Disability Confident Employer.

• We encourage applications from candidates with disabilities and guarantee an interview if minimum criteria are met - simply let us know when applying.
• Please tell us if you require any adjustments during the application or interview process.
• You are welcome to share the pronouns you use within your application.

At Sugarman Health and Well-being, we celebrate diversity and know that a wide range of backgrounds, perspectives, and experiences makes us a stronger team. If you share our passion for delivering exceptional care, we would love to hear from you.

SHHC