Scheduling Support Specialist - Hybrid

Job Description

Job Description

The Scheduling Support Specialist provides afternoon and evening scheduling support for assigned regions, ensuring timely communication and seamless coordination of daily schedule changes.

Working from 11:00 a.m. to 7:00 p.m., this role assumes responsibility for same-day scheduling operations following the morning handoff from the assigned Scheduler.

The Scheduling Support Specialist serves as the primary point of contact for technicians, families, and internal team members regarding daily schedule changes. This position maintains accurate scheduling records, updates systems in real time, communicates schedule adjustments, and helps ensure a positive experience for both clients and employees through responsive, solution-oriented service.

Department: Clinic Operations
Reports To: Regional Scheduling Manager
FLSA Status: Non-Exempt (Hourly)
Location: Hybrid/Remote
Schedule: Full-Time (40 hours per week) Responsibilities

• Assume responsibility for same-day scheduling operations at 11:00 a.m. following the daily handoff from the assigned Scheduler.
• Serve as the primary point of contact for scheduling-related communications, including technician chats, family inquiries, and internal scheduling requests.
• Respond promptly to technician questions within Client Schedule Change chats and provide clear, timely communication regarding schedule updates.
• Update Apex/Lumary with all required schedule changes, ensuring records remain accurate and current.
• Communicate with families through Google Voice regarding same-day scheduling changes, cancellations, or adjustments.
• Provide ongoing scheduling updates within each region's Scheduling chat to ensure operational visibility.
• Coordinate appointments and schedule changes across multiple clinics while balancing staffing needs, client availability, and operational priorities.
• Identify and proactively resolve scheduling conflicts while minimizing disruptions to clients, families, and staff.
• Maintain accurate scheduling documentation and perform data entry with a high degree of attention to detail.
• Participate in scheduling meetings and collaborate with regional leadership to support scheduling initiatives and process improvements.
• Provide administrative support related to scheduling operations as assigned.
• Deliver professional, courteous, and solution-focused customer service in every interaction.
• Perform other duties as assigned.

Required Skills Experience

• Minimum of one (1) year of scheduling, administrative support, customer service, or other related experience with a single employer, demonstrating reliability and employment stability.

Knowledge, Skills, and Abilities

• Excellent organizational and time management skills with strong attention to detail.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and adapt quickly in a fast-paced, changing environment.
• Demonstrated problem-solving skills and the ability to make sound decisions under pressure.
• Ability to build positive working relationships with employees, clients, and families.
• Proficiency with Google Workspace (Gmail, Google Calendar, Google Docs, Google Sheets, and Google Chat).
• Ability to maintain confidentiality and exercise professionalism in all communications.

Physical Requirements
The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This position requires the ability to:

• Sit for extended periods while working at a computer.
• Frequently use hands and fingers to operate a keyboard, mouse, and telephone.
• Communicate effectively in person, by phone, and through electronic communication.
• Occasionally lift and carry items weighing up to 20 pounds.
• Read printed materials and computer screens with or without reasonable accommodation