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The Customer Programme Manager is responsible for leading the customer-facing element of our recent contract win to deliver a medication monitoring service on behalf of Lancashire and South Cumbria ICB.
As such the role will require you to be based within easy travelling distance of the
Lancashire and South Cumbria Areas.
The project is designed to assess the capabilities of those currently receiving medication support in their own homes to self administer through the installation of mobile medication management technology that reminds users to take their medication. The role will see you assess referred service users, support the installation of the device and set the monitoring pattern. You will check in with service user at regular intervals and report back to the project team once they have completed the 6 week period.
This role involves close collaboration with our partners and with service users. This role focuses on the delivery aspect of the service and will primarily require interaction with service users to assess their suitability for the program and to then support them throughout it.
This role will require you to work with stakeholders in Care providers, the ICB, Lilli and partner Connect Care and local authorities.
Internally you will manage collaboration with cross-functional teams to implement the program and suggest improvements to the process that drive customer satisfaction and outcomes.
Based on a 6 week assessment period, the program has a target of 2,000 service users over the 12 month period. Working in close collaboration with homecare providers who will identify Service Users for the program you will be responsible for managing and operating the following process:
- Receipt of referral from social care team
- Contact with the Service User to review suitability
- Provision and Installation of the devices
- Care provider and end user support
- Collation of data to review during the service
- Escalation of notifications to care providers
- Removal of devices
- Collation of data at the end of the assessment
- Reporting Data and findings/trends to Key Stakeholders at monthly /weekly intervals
- How is this process logged?
Set up and management
- Communicate project status to the customer and internal stakeholders throughout the project lifecycle
- Identify and manage project risks, assumptions, issues, and dependencies
- Ensure that all project deliverables are produced on time and to the required quality standard
Stakeholder Management:
- Communicate project status, trends, risks, and opportunities effectively to stakeholders at different levels
- Manage expectations and ensure alignment of project outcomes with customer-centric objectives
- Manage relationship interface between internal and external stakeholders - ensuring all the right parties are involved and decision makers identified
Risk Assessment and Mitigation:
- Identify potential risks and issues that may impact project delivery or customer satisfaction
- Develop mitigation strategies and contingency plans to address risks proactively
Quality Assurance and Evaluation:
- Conduct thorough quality checks to ensure deliverables meet established standards
This is a full time position on a fixed term contract for 9-10 months dependent on speed of hire.
Requirements
Skills & Qualifications
- Relevant qualification and/or experience in social care or nursing roles - Social worker, SWA, OT, OT Assist, District Nurse etc
- 3+ years of experience in social/healthcare with customer facing experience
- Driving licence and own car
- Confident and comfortable with working independently
- Exceptional communication, presentation, and interpersonal skills
- Experience of enterprise software such as Microsoft office 365 and Google workspace.
About You
- With a background in either OT, Care, TECs, Healthcare, Social Work or Pharmacy, you will have experience of liaising with service users and resolving challenges outside of the direct care provision
- You will be based in Lancashire / South Cumbria and will drive to the homes of service users to deliver the service.
- Confident with service users and other care professionals, you will have a passion for delivering care through technology and an enhanced DBS check.
- Excited by technology and how it can improve outcomes for service users you will be used to using technology as part of your own job but also with service users.
- Be process-oriented and highly organised with a strategic approach to project management
- Have a customer-centric mindset with a focus on delivering exceptional experiences
- Adaptability to changing priorities and dynamic project requirements
- Ability to troubleshoot and problem solve with customers
- Collaborative and team driven approach to the project and company growth
- Adaptability and flexibility in a dynamic work environment
- Innovative mindset with a focus on continuous improvement
Benefits
- We are a remote company with flexible working hours and believe that having an inspiring space to work is important. We don't have a local office so we will provide everything you need to set you up at home and with an office base at our partner Connect Care in Lancs
- We get together regularly to collaborate, review and plan our progress as well as celebrate our teammates and our successes
- We have a team dedicated to ensure we have a solid working culture that is supportive and inclusive
- Unlimited Work Away From Home days
- A generous 28 days' annual leave + bank holidays
- Financial support towards your energy bills
