Scheduler/Caregiver Support

Job Description

Job Description

The Scheduler & Caregiver Support position is responsible for coordinating caregiver schedules, maintaining appropriate client-caregiver matches, responding to scheduling changes, and serving as a primary point of support for caregivers.

The ideal candidate is highly organized, responsive, compassionate, and able to make sound decisions in a fast-paced environment. This role requires strong communication skills and the ability to balance the needs of clients, caregivers, and the business while supporting Comfort Keepers' commitment to providing uplifting in-home care.

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Essential Duties and Responsibilities

Scheduling & Client Coverage

• Develop, maintain, and adjust caregiver schedules to ensure client visits are appropriately staffed.

• Coordinate caregiver assignments based on client needs, caregiver skills, availability, location, compatibility, and continuity of care.

• Proactively identify open shifts and coverage concerns and work to resolve them before they impact client service.

• Respond quickly to call-offs, schedule changes, client requests, and other staffing needs.

• Communicate schedule changes clearly and promptly with caregivers, clients, families, and appropriate team members.

• Help minimize missed visits, late arrivals, overtime, and unnecessary travel whenever possible.

• Maintain accurate scheduling information within the company's scheduling and operating systems.

• Partner with the leadership team to anticipate future staffing needs based on client growth and caregiver availability.

Caregiver Support

• Serve as a consistent and approachable point of contact for caregivers regarding schedules, availability, client assignments, and day-to-day questions.

• Build positive working relationships with caregivers and help them feel valued, informed, and supported.

• Conduct proactive caregiver check-ins to identify concerns, scheduling needs, availability changes, and opportunities for additional hours.

• Assist caregivers in resolving routine workplace concerns and escalate significant issues to the appropriate leader.

• Reinforce expectations regarding attendance, punctuality, communication, professionalism, and client service.

• Help recognize caregiver accomplishments, milestones, and exceptional performance.

• Support caregiver engagement and retention by helping create a positive and responsive employee experience.

Communication & Coordination

• Maintain professional, compassionate, and timely communication with clients, families, caregivers, and coworkers.

• Document scheduling issues, caregiver communications, call-offs, and other relevant information accurately.

• Communicate emerging caregiver or client concerns to the appropriate member of the leadership team.

• Collaborate closely with recruitment, onboarding, client care, and operations to ensure caregiver capacity aligns with client needs..

• Maintain confidentiality and handle sensitive client and employee information appropriately.

Quality Assurance & Compliance

• Participate in Quality Management Program (QMP) audits

• Maintain Confidentiality in accordance with HIPAA requirements

• Ensure compliance with Colorado Class A Home Care Agency regulations, Comfort Keepers policies and accreditation standards

• Assist with quality improvement initiatives

Qualifications, Knowledge, Skills & Abilities

• High school diploma or equivalent required; additional education or relevant healthcare experience preferred.

• Minimum of two (2) years of experience in home care, healthcare, senior services, customer service, scheduling or a related field.

• Strong organizational and time-management skills.

• Excellent verbal and written communication skills.

• Ability to manage multiple priorities and frequent changes while maintaining attention to detail.

• Strong problem-solving skills and the ability to remain professional under pressure.

• Comfortable communicating by phone, text, email, and scheduling software.

• Ability to develop positive relationships with caregivers, clients, families, and coworkers.

• Dependable, proactive, and willing to take ownership of problems through resolution.

• Home care or healthcare scheduling experience strongly preferred.

Licensure & Requirements

• Valid driver’s license.

• Current automobile insurance.

• Reliable transportation.

• Ability to travel throughout the service area.

• Ability to pass all required background screenings.

• Meet all Colorado Class A Home Care Agency employment requirements.

Working Conditions

·         Occasional local travel throughout the service area

·         May require occasional evening or weekend work to meet operational needs.

·         Will participate in an on-call rotation