ECM & Central Contact Administrator

Job Advert - ECM & Central Contact AdministratorJob Title: ECM & Central Contact Administrator (Fixed Contract - Maternity Leave Cover). Department: Operations & Compliance Location: UK - 100% Remote / Home Based Organisation: Optimo Care Group is a specialist provider of high-quality care and support services across the UK, working with individuals with moderate to complex needs to help them live fulfilling and independent lives. We are committed to delivering person centred care through a highly trained and compassionate workforce, while maintaining the highest standards of safety, quality and compliance. As a growing organisation, we offer excellent opportunities for career development, continuous learning through our Optimo Learning Academy, and a supportive environment where our people can thrive and make a meaningful difference every day. About The Role We are looking for a motivated and organised ECM & Central Contact Administrator to join our team on a fixed term maternity leave contract for 9-12 months. This role plays a key part in supporting our domiciliary care operations by managing electronic call monitoring systems, responding to out of hours enquiries, maintaining accurate records and ensuring excellent communication across services. You will work closely with care teams, coordinators, service users and other departments to support the smooth running of services and maintain high standards of compliance. This is a fully remote, home based position working a minimum of 16 hours per week on a rolling rota. Hours of work can fall between Monday and Sunday, therefore flexibility is essential. (See rolling rota and working hours below). Key Responsibilities

• Respond to out of hours calls and enquiries in a professional and timely manner
• Maintain accurate records on company systems including service user and staff information
• Monitor electronic call monitoring systems and identify late, missed or duplicate calls
• Liaise with care workers and coordinators to resolve call monitoring alerts and discrepancies
• Ensure service user calls are accurately logged and recorded
• Escalate concerns relating to medication changes or care needs to the appropriate teams
• Produce reports and maintain accurate audit trails for compliance purposes
• Provide excellent customer service to service users, families, colleagues and stakeholders
• Support the wider operations and compliance teams with administrative duties
• Maintain confidentiality and adhere to company policies and procedures at all times

About You We are looking for someone with excellent communication and administration skills who enjoys working in a fast paced environment and can confidently manage multiple tasks. You will be highly organised, customer focused and able to work independently whilst also contributing positively as part of a wider team. The ideal candidate will have previous administration experience and strong IT skills. Experience within domiciliary care or the health and social care sector is desirable but not essential. Essential Experience

• Minimum 1 year administration experience
• Excellent verbal and written communication skills
• Strong customer service skills
• Good organisational and time management skills
• Ability to multitask and prioritise workload effectively
• Good IT skills including Microsoft Office packages
• Ability to work independently and as part of a team
• Flexible approach to working hours including weekends
• Attention to detail and ability to maintain accurate records

Desirable

• Experience working within domiciliary care or health & social care
• Experience using electronic call monitoring systems
• Understanding of compliance within a regulated environment
• Level 3 Health & Social Care qualification (or willingness to work towards)

Skills

• Communication skills
• Customer service
• Problem solving
• Organisation and prioritisation
• Data accuracy and attention to detail
• Teamwork
• Time management
• Adaptability and flexibility

Why Join Optimo Care Group?

• Fully Remote Working - 100% home based
• Flexible Working Pattern - Minimum 16 hours per week on a rolling rota
• Competitive Pay - £13.01 per hour
• Comprehensive Training - Access to the Optimo Learning Academy
• Supportive Team Environment
• Reward Gateway - Access to retail discounts and recognition benefits
• £500 Refer a Friend Scheme
• Paid Birthday Leave

Additional Information

• Fixed term maternity cover contract (9-12 months)
• Minimum 16 hours per week
• Fully remote/home-based role
• The position is worked on a rolling rota and shifts are outside of standard office hours
• Shift patterns include:

• Monday to Friday:

• 6:00am - 9:00am
• 5:00pm - 10:30pm

• Saturday & Sunday:

• 6:00am - 10:00am
• 10:00am - 5:00pm
• 5:00pm - 10:30pm

• Flexibility is essential as shifts may vary across the rota
• Excellent communication and customer service skills are required
• Care experience is desirable but not essential

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