Case Manager at ICG Medical in West Midlands, England, GB

Job Title: Case Manager – Complex Care

About ICG Medical: ICG Medical is a leading global healthcare recruiter with a focus on nurses (all specialities), midwives and home care/healthcare workers. Our company vision is to improve patient care. The DNA make up of our business stems from our core values: Open, Family and Passion. The business is made up of three recognised healthcare recruitment brands: Greenstaff Medical, Clinical24 and Cromwell Medical. Each deliver tailored solutions for our candidates and clients from our offices in the UK, Ireland, India, South Africa, China, Philippines, Australia, Canada and the USA with more office openings on the horizon.

Job Summary: The Case Manager plays a crucial role in overseeing the quality and compliance of care provided within the Complex Care division. Reporting to the Registered Manager, they will be responsible for ensuring that care services are delivered to the highest standard, in line with internal policies, regulatory requirements, and best practices.

The role involves managing the audit process, monitoring compliance, conducting investigations, and ensuring that all quality-related outputs are aligned with company goals. The Case Manager will work closely with the Registered Manager, Head of Operations, and Clinical Leads to drive continuous improvement, coordinate quality initiatives, and ensure high-quality patient care.

Responsibilities:

• Team Liaison: Regularly liaise with a team of carers, ensuring they are supported and aligned with company policies, particularly from a quality perspective.
• Supervisions & Appraisals: Conduct supervisions and appraisals of care staff, focusing on performance, compliance, and areas for improvement in care quality.
• Care Plans & Risk Assessments: Complete care plans, risk assessments, and conduct spot checks to ensure that care quality and safety standards are met.
• System Updates: Ensure that all systems are updated with accurate, timely information, particularly regarding quality-related outputs and compliance data.
• Audit Management: Manage the audit process in collaboration with the Registered Manager, conduct internal audits, and ensure that all findings are resolved in line with company expectations.
• Monitor Compliance: Oversee and monitor all aspects of compliance, policies, and quality-related outputs, taking a proactive approach to resolving issues and improving care standards.
• Team Meetings: Oversee team meetings and review meeting minutes from a quality perspective, ensuring that action points related to quality improvement are followed through.
• Quality Investigations: Conduct quality investigations when required, ensuring that all incidents, complaints, and concerns are thoroughly reviewed and addressed.
• Safeguarding Meetings: Attend safeguarding meetings as appropriate to ensure that all safeguarding practices are adhered to and any incidents are thoroughly investigated.
• Internal Audit Scheduling: Maintain and manage a scheduled internal audit process to ensure that compliance is continuously monitored and improved.
• Quality Improvement Initiatives: Develop, implement, and oversee quality improvement initiatives, ensuring a culture of continuous improvement and high standards of care.
• Patient Care Quality: Ensure that high-quality patient care is consistently delivered, in line with company policies and regulatory requirements and as instructed by you line manager.
• Customer Needs: Understand and prioritize customer needs and requirements, ensuring that services are tailored to meet the needs of clients and their families.
• Collaboration: Work closely with the Registered Manager, Head of Operations, and Clinical Leads to drive quality initiatives and implement change where necessary.
• Data Analysis & Reporting: Coordinate data analysis and prepare detailed reports as per company requests, ensuring that all quality metrics are captured and presented clearly, Ad directed by the management team.
• Change Implementation: Engage in the planning and implementation of change, ensuring that all quality-related aspects are addressed and integrated into new processes.
• MDT – Attend multi professional meetings as instructed by your line manager.
• Con Call – part of the one call “out of hours team” to support emergencies or general queries, as per rota that will be determined by your line manager.
• Payroll – Support the payroll process with accurate recordings of timesheets / Rota’s to be processed with correct pay.

Requirements:

• Open & Honest Communication: Ability to engage in open and honest conversations with carers, managers, and stakeholders to ensure transparency in quality-related matters.
• Inclusivity: Promote an inclusive environment, ensuring that all voices are heard, particularly when discussing quality improvement initiatives.
• Accountability: Hold themselves accountable for the quality and compliance of care, ensuring that all audits and investigations are thorough and unbiased.
• Confidence: Confidence in decision-making, particularly when addressing areas for improvement or resolving compliance issues.
• Adaptability: Ability to develop adaptability in a fast-paced, dynamic environment, ensuring that the organization can quickly respond to changes in care standards or regulations.
• Fair & Honest Auditing: Conduct all audits with fairness, honesty, and integrity, ensuring that findings are accurate, and improvements are effectively implemented.
• Collaborative Approach: Work collaboratively with carers, managers, and clinical leads to ensure quality care delivery and compliance across the board.
• CQC – Good understanding of CQC legislation.

ICG Medical is an equal opportunity employer and encourages candidates of all backgrounds to apply.