Remote Home Care Scheduler

Job Description

Job Description:\n\nHelp Us Keep Care Connected and Make a Difference Every Day!Remote Home Care Scheduler and Operations Support Coordinator Company: Helping Hearts USA LLCPosition: Remote Home Care Scheduler and Operations Support CoordinatorJob Type: Full-timeWork Location: Remote within the United StatesTime Zone: Must be available during assigned Central Time Zone hoursAvailability: Some evening, weekend, holiday and rotating on-call availability may be required At Helping Hearts USA LLC, every dependable client visit begins with a caring and organized professional working behind the scenes. When schedules are accurate, caregivers feel supported and clients receive consistent care, families experience greater comfort and peace of mind. We are excited to welcome a warm, dependable and highly organized scheduler to our growing team. This is a stable, long-term remote opportunity for someone who enjoys helping people, solving problems and keeping important details organized. The right candidate will understand that scheduling is not simply filling open shifts. It is about building strong connections between clients, families, caregivers and the Operations team while helping ensure that every client receives the dependable support they deserve. In addition to scheduling responsibilities, this position will assist with care-plan updates, applicant screening and other operational duties related to the clients, caregivers and communities we serve. Additional assignments may be provided by the Operations Manager or senior leadership based on current organizational needs. Although this is a remote position, it is a structured professional role with established working hours, daily responsibilities, performance expectations and ongoing communication requirements.Position Overview The Remote Home Care Scheduler and Operations Support Coordinator is responsible for creating, maintaining and monitoring caregiver schedules while ensuring assignments are appropriately staffed according to client needs. The scheduler must respond promptly to call-offs, missed clock-ins, late arrivals, schedule changes, new client starts and urgent coverage needs. This position also supports daily agency operations by assisting with applicant screening, approved care-plan updates, caregiver records, client coordination, reporting and other administrative responsibilities. The ideal candidate is calm under pressure, communicates professionally, pays close attention to detail and can manage several priorities without losing accuracy, patience or compassion.Primary Scheduling ResponsibilitiesCaregiver and Client Scheduling The scheduler will: Create and maintain accurate client and caregiver schedules. Assign caregivers according to experience, availability, location and client-care requirements. Match caregivers with clients based on skills, transportation, personality, client preferences and assignment compatibility. Schedule new client starts and temporary assignments. Maintain recurring schedules. Review schedules for open shifts and potential coverage gaps. Verify that caregivers are not scheduled for overlapping assignments. Monitor weekly hours and identify potential overtime. Obtain approval before creating unauthorized overtime. Update schedule changes in WellSky immediately. Confirm that schedule changes are communicated to all appropriate individuals. Maintain accurate records of caregiver availability and scheduling restrictions. Review upcoming schedules in advance to identify possible concerns. Support continuity of care by limiting unnecessary caregiver changes when possible.Shift Confirmation The scheduler will: Confirm caregiver assignments according to company procedures. Monitor caregiver responses to shift confirmations. Follow up with caregivers who do not respond. Confirm that coverage is secure before the scheduled start time. Escalate unconfirmed or at-risk shifts to the Operations team. Maintain accurate records of confirmations and communications. Verify that caregivers understand the location, hours and care level before accepting an assignment. Avoid assuming a shift is covered until the caregiver has clearly confirmed it.Call-Offs and Urgent Coverage The scheduler must be prepared to: Respond promptly to caregiver call-offs. Gather the necessary information and document the call-off. Begin searching for qualified replacement coverage immediately. Contact available caregivers professionally and efficiently. Confirm that replacement caregivers understand the client’s location, schedule and required care level. Notify the Operations team when coverage is not immediately available. Continue working through the approved caregiver list until coverage is secured or the situation is escalated. Document all attempted contacts, responses and final outcomes. Communicate coverage changes to authorized individuals. Never leave an urgent coverage concern unaddressed or undocumented.Attendance and Electronic Visit Verification Monitoring The scheduler will monitor: Missed clock-ins Late arrivals Early clock-outs Missed clock-outs Caregivers clocking in outside the approved client location Unconfirmed shifts Schedule conflicts Potential no-call, no-show incidents Caregivers leaving before relief arrives Unapproved schedule extensions Potential overtime Incomplete or unusual electronic visit verification records Attendance concerns must be communicated to the Operations team promptly and documented accurately.Operations Support Responsibilities This position includes additional operational responsibilities beyond scheduling. Duties will be assigned by the Operations Manager or authorized senior leadership based on current agency needs.Care-Plan Updates and Client Records The scheduler may assist with: Entering approved care-plan updates into WellSky or other company systems. Updating client schedules after approved changes. Ensuring caregivers receive updated care instructions. Confirming that outdated care information is replaced with the current approved version. Reviewing client records for missing or incomplete information. Uploading authorized documents to client files. Maintaining organized and accurate electronic records. Distributing approved client instructions to assigned caregivers. Tracking caregiver acknowledgment of important care-plan changes. Notifying the Operations Manager when care-plan information appears unclear or inconsistent. Assisting with routine client-file reviews and internal audits. The scheduler may only enter or communicate care-plan changes that have been reviewed and approved by the Operations Manager or other authorized leadership. The scheduler must not independently create clinical instructions or change a client’s authorized services.Applicant Screening and Recruiting Support The scheduler may assist with the initial screening of caregiver and administrative applicants. Responsibilities may include: Reviewing employment applications and resumes. Contacting applicants for initial pre-screening. Confirming availability and preferred work locations. Asking approved pre-screening questions. Reviewing relevant caregiving or administrative experience. Confirming transportation and scheduling requirements. Identifying experience with personal care, dementia care, transfers, Hoyer lifts or other client-specific needs. Confirming that applicants understand required documentation. Scheduling interviews with authorized managers. Sending interview reminders and instructions. Updating applicant records in Apploi or other approved systems. Following up with applicants regarding missing information. Documenting applicant communication accurately. Forwarding qualified applicants to the appropriate manager. Notifying leadership of urgent staffing candidates who may match an open client assignment. The scheduler may support the screening process but must not make final hiring, compensation or employment decisions unless specifically authorized by senior leadership.Client and Caregiver Coordination The scheduler may assist with: Gathering updated caregiver availability. Confirming caregiver qualifications for specific assignments. Coordinating new caregiver introductions. Supporting new client starts. Assisting with first-shift communication. Sending approved reminders and instructions. Following up regarding missing documentation. Coordinating assignment-specific training. Tracking completion of required training. Helping caregivers access scheduling or communication systems. Escalating caregiver concerns to the appropriate manager. Supporting continuity of care during schedule changes.Client and Community Support Additional assignments may relate to the clients and communities Helping Hearts serves. These responsibilities may include: Assisting with approved client follow-up calls. Gathering non-clinical client satisfaction information. Supporting community events and outreach activities. Preparing approved informational materials. Maintaining lists of community resources and referral contacts. Supporting communication with senior-living communities and approved partners. Assisting with service-area research. Organizing client, caregiver or community contact information. Supporting new-market or service-area preparations. Assisting with approved referral tracking. Helping coordinate community meetings or virtual events. Completing administrative follow-up related to client and community needs.General Operations Assignments Additional operational duties may include: Preparing scheduling and staffing reports. Reviewing records for missing documentation. Assisting with attendance tracking. Updating employee availability. Organizing electronic files. Completing data entry. Assisting with internal audits. Preparing approved forms and checklists. Tracking outstanding tasks. Participating in Operations meetings. Completing required training. Supporting payroll-hour reviews by identifying scheduling or clocking discrepancies. Assisting with onboarding coordination. Following up on missing caregiver documents. Supporting client-service projects. Completing other reasonable duties assigned by the Operations Manager or senior leadership. Operational assignments may change according to client needs, staffing levels, agency growth, compliance requirements and the needs of the communities Helping Hearts serves.Caregiver Communication The scheduler must: Communicate clearly, respectfully and professionally. Provide complete shift details before a caregiver accepts an assignment. Avoid making promises that have not been approved. Respond to scheduling questions promptly. Maintain professional boundaries with caregivers. Avoid arguments or emotional exchanges. Direct payroll, disciplinary, clinical and management concerns to the appropriate department. Never share confidential client or employee information with unauthorized individuals. Keep communication organized across telephone, text, email and company systems. Document important scheduling conversations. Remain patient and respectful during difficult situations.Client and Family Communication When authorized, the scheduler may: Communicate approved schedule information to clients and families. Notify clients of caregiver changes. Confirm requested service hours. Gather scheduling preferences. Respond professionally to scheduling concerns. Document client and family communications. Escalate complaints, care concerns and service-quality issues to the Operations team. Follow up on approved non-clinical requests. The scheduler must not discuss employee pay, disciplinary matters, private employee information or other confidential subjects with clients or families.New Client Starts The scheduler may assist with: Reviewing requested service hours. Identifying qualified caregivers. Confirming caregiver availability. Building the initial client schedule. Communicating assignment expectations. Coordinating orientation or assignment-specific training. Confirming that caregivers have received the approved care plan. Monitoring the first scheduled shifts. Reporting coverage concerns before service begins. Helping maintain continuity of care during the beginning of service. Supporting approved follow-up after the first shift.Documentation and Reporting The scheduler must accurately document: Shift confirmations Call-offs Coverage attempts Late arrivals Missed clock-ins Early departures Schedule changes Caregiver availability Client schedule requests Assignment refusals Caregiver cancellations Uncovered shifts Overtime concerns Management escalations Final coverage outcomes Applicant pre-screening results Interview appointments Care-plan update notifications Assigned operational tasks Client and caregiver follow-up Important communications Documentation must be clear, factual, professional and completed in real time.Systems and Technology The scheduler must be comfortable learning and using scheduling, communication, applicant-tracking and administrative systems. Experience with the following is preferred: WellSky Personal Care Electronic visit verification systems Apploi or another applicant-tracking system OpenPhone or a similar business telephone system Microsoft Office Google Workspace Email and calendar platforms Online scheduling systems Caregiver-management systems Team communication platforms Applicants who have not used WellSky or Apploi must be able to learn new software quickly and accurately.Remote Work Expectations This is a remote position, but it is not an unrestricted or work-at-your-own-pace role. The selected applicant must: Work the complete assigned schedule. Be signed in, available and responsive throughout working hours. Maintain a quiet, professional and distraction-free workspace. Have stable, high-speed internet service. Maintain reliable telephone service. Be able to participate in video meetings. Remain reachable through required company communication systems. Protect all client, caregiver and applicant information. Avoid working another job during assigned Helping Hearts hours. Avoid personal errands, appointments or unrelated activities during scheduled working hours. Have a backup plan for internet or power interruptions. Immediately report technical problems that interfere with work. Attend required virtual meetings and training. Meet all productivity, accuracy and response-time expectations. Maintain a professional background and appearance during video meetings. Keep all company information secure and inaccessible to household members or other unauthorized individuals. Remote employees are expected to maintain the same professionalism, availability and accountability required in an office setting.Schedule and Availability This is intended to be a stable, full-time remote position. The selected applicant must be available during assigned Central Time Zone hours. The regular schedule will be discussed during the interview process. Because home care operates