CHOICES Service Coordinator

AllPro CHOICES Scheduling Coordinator

The CHOICES Scheduling Coordinator is responsible for coordinating and maintaining caregiver schedules for members receiving in-home personal care services through the CHOICES Medicaid programs. This position plays a critical role in ensuring continuity of care, staffing coverage, EVV compliance, timely communication, and overall service delivery in accordance with state, MCO, and agency requirements.

The Scheduling Coordinator works closely with caregivers, clients/members, family representatives, recruiters, service coordinators, and Managed Care Organizations (MCOs) to ensure authorized services are staffed appropriately, and visits are completed accurately and compliantly.

Essential Duties and Responsibilities

• Scheduling & Staffing Coordination
• Coordinate and maintain daily caregiver schedules for assigned members/clients.
• Staff open shifts and unstaffed cases timely using available caregivers and recruiting resources.
• Monitor, deviate, and rectify daily callouts, late arrivals, missed visits, and schedule gaps.
• Arrange replacement coverage for call-offs, emergencies, and staffing shortages.
• Ensure schedules align with approved authorizations, care plans, and service hours.
• Communicate scheduling updates promptly to caregivers, members, and office staff.
• Assist with onboarding new cases and coordinating start of care services.
• EVV & Visit Compliance
• Maintain a minimum of 90% compliance score in each EVV system as required by MCO.
• Monitor Electronic Visit Verification (EVV) compliance through scheduling and visit oversight systems including AxisCare and CareBridge.
• Review and correct visit exceptions, failed visits, overlaps, missed clocks, and documentation issues daily.
• Assist caregivers with clock-in/clock-out troubleshooting and EVV compliance education.
• Verify visit information and escalate unresolved compliance concerns appropriately.
• Ensure manual visit confirmations and required documentation are completed timely.
• Maintain accurate service documentation and scheduling notes for audit readiness.
• Recruitment & Hiring
• Actively recruit, interview, hire, and onboard caregivers.
• Coordinate caregiver orientation and training requirements.
• Ensure completion and accuracy of all hiring documentation.
• Support staffing needs across regions as assigned.
• Member & Caregiver Communication
• Serve as a primary point of contact for caregiver scheduling and member service concerns.
• Maintain professional and compassionate communication with members and families.
• Conduct routine follow-up calls regarding staffing satisfaction and service continuity.
• Document all communication and scheduling activity in agency systems timely and accurately.
• Coordinate with recruiting staff regarding caregiver availability and staffing needs.
• Operational & Administrative Support
• Responsible for client admissions, which includes conducting in-home client admissions, making sure all paperwork is signed accurately and uploaded into the client file in the designated system, AxisCare.
• Responsible for client and caregiver profile data creation and upkeep, ensuring everything is up to date, and all documents are uploaded to the corresponding profile in the designated system, AxisCare.
• Monitor authorization utilization and notify leadership of scheduling concerns or gaps.
• Monitor and track unstaffed hours, missed visits, hospitalizations, and service holds.
• Support and process payroll preparation through schedule accuracy and visit review, corrections, and verification.
• Maintain confidentiality of member and employee information in compliance with HIPAA policies.
• Participate in team meetings, trainings, audits, and quality improvement initiatives.
• Support emergency staffing efforts, after-hours coverage rotation, or on-call responsibilities as assigned.

Required Qualifications

• High school diploma or GED required.
• Minimum one (1) year of scheduling, healthcare coordination, customer service, or administrative experience preferred.
• Experience in home care, Medicaid waiver services, healthcare scheduling, or long-term care strongly preferred.
• Knowledge of TennCare CHOICES, Medicaid waiver services, or EVV systems preferred.
• Strong organizational and multitasking abilities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to problem solve quickly and make staffing decisions under pressure.
• Proficient in Microsoft Office, Teams, email systems, and scheduling software.
• Ability to always maintain professionalism and confidentiality.

Preferred Skills & Competencies

• Knowledge of Medicaid waiver compliance and documentation requirements.
• Experience with EVV systems and scheduling platforms.
• Strong attention to detail and follow-through.
• Ability to manage multiple priorities and urgent staffing needs simultaneously.
• Dependable attendance and ability to work flexible hours when operationally necessary.
• Team-oriented mindset with strong customer service skills.

Working Conditions

• Office-based position with frequent phone and computer use.
• May require occasional after-hours communication for urgent staffing situations.
• Fast-paced environment requiring frequent multitasking and deadline management.

Physical Requirements

• Prolonged sitting and computer use.
• Ability to communicate effectively by phone and in person.
• Ability to occasionally lift up to 15 pounds.

Compliance Statement

The CHOICES Scheduling Coordinator is expected to comply with all agency policies and procedures, TennCare regulations, Managed Care Organization (MCO) requirements, HIPAA guidelines, EVV requirements, and all applicable federal and state regulations governing home and community-based services.

Equal Opportunity Employer Statement

AllPro is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.

Disclaimer

This job description is not intended to be all-inclusive. Duties, responsibilities, and activities may change at any time with or without notice to meet the needs of the organization.