Zara Debs

• Create a warm and welcoming environment for all clients.
• Prepare scripts and consents for new clients and those who haven't visited in the last 6 months, filing them into patient records.
• Ensure clients complete relevant forms upon arrival for efficient processing.
• Handle payments via card and cash, ensuring accuracy.
• At the end of the day, cross-check the balance of card, cash, and settlement of the till.
• Send all scripts to the scripting doctor via email at the end of the day.
• Call all new clients for the week to confirm attendance and prevent no-shows.
• Manage booking calendars and scheduling to ensure smooth operations.
• Prescreen upcoming appointments, ensuring all details are accurate and complete.
• Flag any patient behaviour issues to the clinical staff for follow-up.
• Perform stock take of all non-clinical supplies, maintaining inventory.
• Attend to inquiries made via phone, email, and social media in a timely manner.
• File patient records and manage documentation effectively.
• Ensure the clinic is neat and tidy at all times, maintaining a professional environment.
• Maintain excellent customer service standards, ensuring a positive client experience.
• Manage Instagram responses and posts, ensuring timely engagement with clients.

• Oversee the end-to-end onboarding process for new Approved Service Providers (ASPs), ensuring accurate documentation and smooth integration into the system.
• Manage the offboarding process for ASPs when required, ensuring proper documentation and compliance with company procedures.
• Ensure ongoing compliance with all regulatory requirements and standards for ASPs, maintaining up-to-date records and documentation.
• Conduct annual reviews of ASPs to ensure they meet compliance and quality standards.
• Ensure that all ASPs submit proof of service in a timely manner, maintaining accurate records of services provided.
• Verify the accuracy of ASP invoices against original quotes, processing them for payment in accordance with company procedures.
• Save and organize invoices in the appropriate storage system to ensure proper record-keeping and easy access.
• Review monthly statements for Home Care Package clients to ensure all information is accurate, clear, and compliant with internal standards.
• Assist in data entry of accounts payable, including ASP invoices, into the Finance System to ensure financial records are up to date.
• Onboard and terminate Home Care Package clients within PRODA, ensuring all necessary documentation is accurately processed.
• Participate in Home Care Package (HCP) budget meetings with the Care Management team to discuss client care needs and service delivery.
• Actively identify and implement strategies to achieve organizational goals and improve service delivery processes.
• Provide out-of-hours client support as required, maintaining a high level of customer service.
• Uphold a high standard of customer service for all stakeholders, ensuring clear communication and positive relationships with ASPs, clients, and internal teams.
• Adhere to quality management systems and standards, identifying areas for improvement and implementing solutions.
• Ensure strict adherence to Home Instead policies and procedures, prioritising health and safety in all interactions.

• Approve Caregiver feedback data, identify SIRS, and report to Care Managers for follow-up action.
• Prepare and lead internal and external audits with the Client Services team.
• Utilize active listening skills to identify client needs and provide appropriate solutions.
• Build strong client relationships through exceptional support and communication.
• Educate clients on account services and resolve inquiries regarding statements and balances.
• Contribute ideas during team meetings to improve customer experience management.
• Maintain and manage client files and databases, ensuring data integrity.
• Proactively follow up with clients to ensure satisfaction and address potential issues.
• Set aggressive employee targets to drive success and motivation.
• Train and supervise new client service coordinators on best practices.
• Resolve customer concerns using industry expertise and customer service skills to promote loyalty.
• Ensure outstanding communication with patients, families, and healthcare professionals.
• Manage client schedule requests, coordinating with brokers and Caregivers.
• Monitor shared email for actions and coordinate workflows with the Client Services team.
• Onboard new providers and manage relationships with RPNs.
• Oversee Approved Service Provider compliance, onboarding, and offboarding.
• Manage client budgets and service delivery, ensuring quality care.
• Provide guidance and support to Caregivers in delivering quality care.
• Address client, family, and Caregiver concerns immediately, maintaining records of interactions.
• Capture opportunities to increase service hours and improve care quality.
• Enter and maintain accurate Caregiver and client information in the CRM system.
• Maximize the integrity of the CRM data to support effective Caregiver-client matching.
• Actively participate in team efforts to achieve organizational goals and strategies.
• Provide a high standard of customer service to all stakeholders.

• Schedule all Home Care Package, Private and Brokered clients hours of service.
• Monitor and respond to all incoming emails.
• Monitor, mediate, and log all communication and activity utilizing the software system.
• Demonstrate open and effective communication with colleagues and customers.
• Negotiate schedules, in order to maximise efficiency and utilisation.
• Follow up with all client issues to ensure their problems are resolved.
• Monitor schedules and minimize Caregiver overtime.

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• Recognize and capture opportunities to increase client hours in scenarios to enhance and/or increase quality service.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

• Adverse Event reporting management, quality checks, nurse/report follow up and ongoing update training.
• Building and maintaining relationships with internal and external staff to ensure smooth and efficient running of the programs eg; Nurses, health care professionals, patients.
• Ongoing liaison with line manager and other team members to ensure quality control, general direction and effectiveness of activities.
• Corresponding and regular follow-up with patients and Health Care Professionals to ensure satisfaction and quality program delivery.
• Providing excellent customer service.
• Providing high quality data entry, word processing and general administration.
• Maintaining and coordinating all allocated programs and adjusting to each different needs of the program.
• Collaborated with leadership to devise initiatives for improving nursing satisfaction, retention and morale.

• Liaised between clients and vendors and maintained effective lines of communication.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
• Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
• Managed filing system, entered data and completed other clerical tasks.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Opened and properly distributed incoming mail to promote quicker response to client inquiries.
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
• Assisted development and implementation of new administrative procedures.
• Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
• Generated leads to meet and exceed revenue goals by identifying new clients.
• Helped attorneys prepare for trial by organizing exhibits and calling on witnesses to testify at hearings.
• Revised and finalized letters, briefs, and memos.
• Edited and proofread legal documents to verify accuracy.
• Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
• Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
• Prepared legal briefs, motions, and pleadings.
• Streamlined communication between clients and legal staff by managing client inquiries promptly and professionally.
• Aided settlement negotiations with effective summary reports outlining key points from discovery materials for use during mediation sessions or pretrial settlement talks.
• Liaised with other paralegals and legal staff to complete common tasks on schedule.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Gained extensive knowledge in data entry, analysis and reporting.
• Improved case management systems with effective organization strategies, enhancing overall productivity within the firm.