Experienced Scheduling Coordinator

Experienced Scheduling Coordinator

At Senior Helpers of Baltimore and Central Maryland, exceptional care begins with exceptional scheduling.

We are seeking a highly organized, service-driven, and solutions-oriented Experienced Scheduling Coordinator to join our team in a full-time, in-office role. This position serves as a critical link between our clients, caregivers, and office team, ensuring that every client receives reliable, consistent care from the right caregiver at the right time.

The ideal candidate is a master of WellSky Personal Care (formerly ClearCare), possesses outstanding customer service skills, and thrives in a fast-paced environment where priorities can shift quickly. This individual understands that scheduling is both a science and an artbalancing client needs, caregiver preferences, continuity of care, and operational efficiency while creating exceptional experiences for clients, families, and caregivers.

Success in this role requires strong communication skills, sound judgment, attention to detail, a sense of urgency, and a genuine commitment to teamwork. We are looking for a true team player who understands that great scheduling is not accomplished in isolation. Success requires collaboration, communication, accountability, and a willingness to support teammates in pursuit of exceptional outcomes for clients and caregivers.

This position is ideal for someone who takes ownership, follows through, solves problems proactively, and approaches every challenge with a positive, solutions-focused mindset.

Key Responsibilities

• Manage daily caregiver scheduling activities across all assigned client cases.
• Coordinate caregiver assignments while prioritizing continuity of care, client preferences, caregiver compatibility, and operational efficiency.
• Utilize WellSky Personal Care to manage schedules, caregiver availability, client service plans, and staffing needs.
• Fill open shifts promptly and proactively to ensure uninterrupted service delivery.
• Monitor upcoming schedules and identify potential staffing challenges before they occur.
• Maintain accurate and timely scheduling documentation.
• Collaborate with the scheduling team to ensure seamless coverage and operational consistency.
• Support agency growth by maximizing schedule efficiency and caregiver utilization.

• Serve as a primary point of contact for clients, families, and caregivers regarding scheduling needs.
• Build positive relationships through responsive, professional, and compassionate communication.
• Communicate schedule changes, service updates, and staffing adjustments clearly and effectively.
• Support caregivers with scheduling questions, availability updates, and service-related concerns.
• Deliver exceptional customer service with every interaction.
• Recognize that every scheduling interaction is an opportunity to strengthen client trust, caregiver engagement, and the overall Senior Helpers experience.

• Quickly assess and resolve scheduling conflicts, call-offs, and staffing challenges.
• Exercise sound judgment when balancing competing priorities and urgent situations.
• Take ownership of challenges and follow through until issues are fully resolved.
• Develop creative staffing solutions while maintaining service quality and continuity of care.
• Escalate clinical, safety, or service concerns according to agency protocols.
• Maintain professionalism and composure in a fast-paced environment.

• Partner closely with the Lead Scheduler, Client Care Team, Recruitment Team, Compliance Team, and Operations Leadership.
• Participate in daily operational meetings and planning discussions.
• Support teammates during periods of high volume and changing priorities.
• Share information proactively to ensure smooth communication across departments.
• Foster a positive, collaborative, and team-oriented work environment.
• Contribute ideas that improve scheduling efficiency, caregiver engagement, client satisfaction, and overall operational performance.
• Demonstrate flexibility and a willingness to assist wherever needed to support agency success.

Qualifications

Required

• Minimum two (2) years of home care scheduling experience.
• Demonstrated mastery of WellSky Personal Care (formerly ClearCare).
• Proven experience managing caregiver schedules, staffing challenges, and client service needs.
• Exceptional customer service and relationship-building skills.
• Strong verbal and written communication abilities.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office and business communication platforms.
• Ability to work full-time in an office environment.

Preferred

• Experience in a high-volume home care or home health organization.
• Experience managing complex caregiver scheduling and staffing situations.
• Knowledge of Maryland home care operations and best practices.

What Success Looks Like

• Maintains high schedule coverage and shift-fill rates.
• Builds strong relationships with clients, families, and caregivers.
• Anticipates staffing challenges before they become service issues.
• Communicates proactively and professionally.
• Demonstrates excellent judgment, accountability, and follow-through.
• Supports teammates and contributes positively to team success.
• Creates positive outcomes during challenging situations.
• Consistently contributes to client satisfaction, caregiver retention, and operational excellence.
• Takes ownership and delivers results without requiring constant oversight.

Key Performance Indicators (KPIs)

• Schedule Fill Rate
• Continuity of Care
• Client Satisfaction
• Caregiver Satisfaction and Retention
• Open Shift Management
• Responsiveness to Client and Caregiver Needs
• Accuracy and Timeliness of Schedule Updates
• Team Collaboration and Operational Support
• Caregiver Utilization
• Schedule Efficiency

Ideal Candidate Profile

• A master of WellSky Personal Care.
• An experienced home care scheduler who can contribute immediately.
• Highly organized, detail-oriented, and dependable.
• Calm under pressure and adaptable to changing priorities.
• Solutions-oriented rather than reactive.
• Passionate about delivering exceptional service.
• A true team player who willingly supports colleagues and contributes to a positive workplace culture.
• Someone who takes ownership, follows through, and is committed to achieving great outcomes for clients, caregivers, and the organization.
• Comfortable making decisions, solving problems, and managing competing priorities with confidence and professionalism.

Core Competencies

• WellSky Personal Care (ClearCare) Expertise
• Scheduling & Staffing Coordination
• Customer Service Excellence
• Relationship Building
• Problem Solving
• Critical Thinking
• Communication
• Time Management
• Adaptability
• Teamwork
• Accountability
• Sense of Urgency
• Attention to Detail
• Collaboration
• Conflict Resolution

Why Join Senior Helpers?

Senior Helpers of Baltimore and Central Maryland is Maryland's first and only CHAP Age-Friendly Care Certified home care agency. We are committed to raising the standard of home care through exceptional service, innovative care practices, and a culture built on teamwork, accountability, compassion, and continuous improvement.

Our team believes that great care starts with great people. If you are a skilled home care scheduler who enjoys solving problems, supporting caregivers, serving clients, and working alongside a dedicated team that makes a meaningful difference every day, we would love to hear from you.