Scheduling Specialist

Overview

The Scheduling Specialist is responsible for staffing home care cases in a timely, thorough, and detail-oriented manner, ensuring the best possible match between clients and caregivers. Timely staffing is critical to achieving positive client outcomes and maintaining continuity of care. This role may involve periods of high activity, particularly during agency growth or when caregivers are unable to work previously scheduled shifts.

This role requires frequent communication with caregivers and clients, creating and maintaining accurate electronic schedules, coordinating staffing coverage, and ensuring caregivers submit complete and timely service documentation. The Scheduling Specialist must effectively manage multiple priorities, respond quickly to scheduling changes, and provide exceptional customer service while supporting the agency's commitment to quality care.

Responsibilities

Schedule Coordination

• Coordinates client and caregiver schedules by understanding care plans, service frequency, and volume of services, and filling open shifts with appropriate caregivers.

• Creates and modifies schedules in scheduling software in a timely manner, ensuring all schedules are accurate and up to date.

• Communicates weekly with clients and caregivers regarding service satisfaction, scheduling needs, and service delivery.

• Identifies and follows through on opportunities to provide services to new clients using positive and professional customer service techniques.

• Participates in staff meetings with the Supervisor and other office staff.

• Performs light clerical and administrative office duties as needed.

• Performs other related duties as assigned.

Compliance

• Learns and maintains knowledge of applicable licensure regulations and program requirements governing scheduled services.

• Communicates with the Care Team regarding complaints, incidents, risks, or service concerns in a timely manner.

Reports any known employee injuries or workplace incidents to the Care Team in accordance with agency policy and regulatory requirements

Qualifications

Required Skills/Abilities:

• Strong time management and prioritization skills with the ability to manage scheduling needs and meet deadlines in a fast-paced environment.

• Excellent attention to detail, ensuring accuracy in schedules, client–caregiver matching, and documentation.

• Strong organizational skills with the ability to manage multiple schedules, cases, and communications efficiently.

• Strong problem-solving and critical thinking skills with the ability to quickly resolve scheduling conflicts, cancellations, and last-minute changes.

• Excellent verbal communication skills, primarily conducted by telephone.

• Strong active listening skills with the ability to understand client needs and caregiver availability to make appropriate matches.

• Customer service orientation with a positive, solution-focused approach to client and caregiver interactions.

• Strong persuasion and negotiation skills, including the ability to encourage caregivers to accept shifts (including short-notice or less desirable hours) while maintaining positive relationships.

• Proficiency with Microsoft Office Suite, particularly Excel, and the ability to navigate HHAeXchange or similar scheduling software systems.

Security Responsibilities

All employees must follow Help at Home cybersecurity and privacy policies, protect sensitive data, complete required training, and report suspected incidents. They must also follow acceptable use and access requirements and use only authorized systems.

Education and Experience:

• High school diploma or GED.

• Minimum two (2) years of previous experience.

• Previous experience in homecare scheduling.

• Previous experience with working with the elderly and/or disabled or must display a compassionate attitude for that constituent.

Job Profile Summary

The Scheduling Specialist is responsible for staffing home care cases in a timely, thorough, and detail-oriented manner, ensuring the best possible match between clients and caregivers. Timely staffing is critical to achieving positive client outcomes and maintaining continuity of care. This role may involve periods of high activity, particularly during agency growth or when caregivers are unable to work previously scheduled shifts.