Scheduling Coordinator

Schedule Coordinator

Vitra Health is a mission-driven healthcare organization committed to improving the quality of life for individuals and families across Massachusetts. Through innovative home- and community-based services, Vitra supports aging adults, people with disabilities, and individuals with complex care needs supported by a Nurse and Case Manager, Vitra ensures clients receive compassionate, personalized, and dignified care.

The Schedule Coordinator utilizes scheduling software to create and maintain client schedules. This role acts as a resource to clients and employees by answering questions, resolving conflicts, and making changes to services, all while maintaining professionalism and delivering a high standard of customer service.

Essential Functions

• Create and schedule client visits, matching caregivers based on certifications, skills, experience, location, availability, and client preferences; maximize coverage based on authorized hours.
• Manage scheduling priorities and decisions guided by AFC regulations.
• Optimize scheduling by considering geography, nurse availability, and client needs to minimize travel time and maximize efficiency.
• Update scheduling and EMR systems in real time with accurate appointment and client information, documenting outreach attempts, scheduling details, and special instructions.
• Track visit completion rates and follow up on outstanding appointments.
• Communicate promptly with nurses, leadership, and other necessary parties regarding schedule changes, staff availability, urgent client needs, and cancellations.
• Partner with the team to resolve scheduling conflicts as they occur, including employee callouts and changes in client or caregiver availability.
• Collaborate with internal teams to address barriers to scheduling or client engagement.
• Partner with the Program Manager, Intake, HR, and Recruiting teams to identify gaps between caregiver availability and client needs to inform the hiring forecast.
• Serve as the primary point of contact for clients, families, and caregivers regarding care coordination, providing compassionate, empathetic support and excellent customer service throughout the process.
• Ensure compliance with privacy regulations and maintain strict confidentiality of client information.
• Identify opportunities to improve or streamline processes and support quality improvement initiatives related to scheduling workflows.
• Act as a subject matter expert and resource to other team members.
• Meet or exceed given KPIs on a consistent basis.
• Complete auditing as required.
• Other duties as assigned.
• Foster a Culture of Customer Service and Commitment to Quality Care
• Serve as a brand ambassador for Vitra reflecting our vision, mission, and values.
• Show genuine interest and compassion for the communities we serve and commitment to the diversity of our clients and team members.
• Mentor and support team members.

Qualifications

• Associate's degree or equivalent work experience required; Bachelor's degree preferred.
• Minimum of 2 years of experience in scheduling, coordination, or administrative roles in a healthcare or HIPAA-compliant setting required.
• High-volume, home health, or AFC scheduling experience preferred.
• Experience with electronic medical records (EMR) and scheduling systems required; CareCenta experience preferred.
• Intermediate to advanced proficiency in Microsoft Office, Google Suite, and EMR/EHR platforms required.
• Strong organizational, communication, and interpersonal skills.
• Demonstrated ability to multitask, prioritize, and meet deadlines in a fast-paced environment.
• Able to work independently with minimal supervision and adapt to changing priorities.
• Fluency in English and a second language (Spanish, Haitian Creole) preferred.
• Previous experience in the direct care of elders or adults with disabilities preferred.
• Must be able to pass a background check.

Physical and Environmental Demands

• Works in a clean, well-lit environment with fluctuating temperatures in close proximity to others.
• Requires substantial periods of repetitive work utilizing a computer, monitor, keyboard, and mouse.
• Requires lifting, carrying, pushing, and pulling equipment and supplies weighing up to 35 pounds; requires walking and standing; requires frequent sitting more than 75% of the workday; requires the ability to navigate stairs; requires visual acuity and manual dexterity to operate equipment.

Vitra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.