Job Description: Staffing & Scheduling Coordinator (Home Care Operations)

Position Title: Staffing & Scheduling Coordinator (Support Role)

Department: Staffing & Operations

Reports To: Staffing Manager

Employment Type: Full-Time Independent Contractor

Location: Remote / Offshore (Open exclusively to top talent in Philippines)

Positions Open: 2 Roles Available

Work Schedules & Shift Options:

We are hiring for two distinct shift openings. Please indicate your availability during application:

Shift Option 1 (Day Shift): Monday – Friday, 11::00 PM – 07:00 AM EST (Open to South Africa or LATAM candidates)
Shift Option 2 (Evening Shift): Wednesday - Sunday, 3:00 PM – 11:00 PM EST (Open to LATAM candidates)

Objective & Role Overview

We are a premier home care agency managing a active ecosystem of 150–200 professional caregivers paired with 150–200 elderly clients.

We are hiring two (2) Staffing Coordinators to serve as vital operational support leads alongside our Staffing Manager and Lead Staffing Coordinators. In this high-touch role, you will manage day-to-day schedule coordination, shift assignments, caregiver utilization, and client communications.

You will act as the daily point of contact for caregivers, elderly clients, and family members (sons, daughters, and power of attorney representatives). Because you will be speaking directly with elderly clients and family members who may be hard of hearing or under emotional stress, exceptionally clear, articulate, warm, and patient spoken English is non-negotiable.

Key Workplace Competencies

Crystal-Clear Communication & Empathy: Near-native spoken English with outstanding vocal clarity, patience, and warmth when speaking with elderly clients and adult family members over the phone.
Delivering Results: Takes personal responsibility for managing complex schedules, prioritizing shift requests, and ensuring no open shifts remain unscheduled.
Customer Service Excellence: Understands that our "customers" include both external clients (seniors/families) and internal staff (our dedicated caregivers).
Decisive Problem Solving: Resolves last-minute caregiver call-outs or emergency shift changes calmly, swiftly, and methodically.

High-Payoff Activities (Core Focus Areas)

Shift & Utilization Optimization: Review caregiver rosters weekly to assign shifts to capacity based on availability, geographic location, client preferences, and overtime constraints.
Caregiver Utilization: Maintain overall caregiver capacity utilization between 85% and 95%.
Overtime Control: Manage schedule allocations to keep company-wide overtime below 1.25% of revenue.
Zero Open Shifts: Ensure 100% schedule coverage with zero unassigned shifts on the schedule within a rolling 72-hour window.
Contingency Management: Execute responsive contingency plans to ensure 100% of required client service hours are maintained without interruption.

Primary Responsibilities

Schedule Coordination & Shift Management

Build, maintain, and adjust client and caregiver schedules inside the operating system, prioritizing high-quality client/caregiver compatibility and long-term continuity of care.
Immediately document caregiver call-outs and client service cancellations in real-time.
Follow established protocols regarding caregiver cancellation pay and client billing for cancellations without proper 72-hour notice.
Ensure no open shifts remain unscheduled within the upcoming 7 days, distributing open shift announcements to caregivers daily.
Promptly log and track caregiver call-outs, client hospitalizations, or schedule adjustments on operational whiteboards and tracking sheets.
Communicate top caregiver location and availability needs to the Human Resources/Recruiting team on a weekly basis.

Client & Family Communication

Contact new clients upon enrollment to welcome them, introduce the agency, and confirm initial care schedules within 24 hours.
Answer incoming client and family calls warmly and professionally, resolving scheduling questions or escalating care concerns to the Client Care Manager.
Promptly respond to client communications regarding schedule adjustments or care preferences by the end of each business day.
Ensure weekly or monthly calendar schedules are generated and delivered via email to clients requesting written schedules.
Execute client exit checklists and issue notifications to administrative staff upon notice of a client's passing or discharge.

Caregiver Support & Engagement

Log new caregiver availability, location preferences, pet preferences, and work constraints into the CRM system immediately upon onboarding.
Conduct virtual check-ins with newly onboarded caregivers to build rapport, understand their work preferences, and assign initial shifts during their first week.
Ensure new caregivers are scheduled for required shadow/orientation shifts during their initial week of employment.
Assist caregivers experiencing technical issues with clocking in/out via mobile scheduling apps following office protocol.
Respond to caregiver scheduling inquiries, time-off requests, or availability updates by the end of each business day.

Qualifications & Requirements

Required

Experience: 2+ years of experience in scheduling, dispatching, healthcare coordination, customer service, or administrative operations (experience in home care, senior care, healthcare, or field service dispatching is strongly preferred).
Language & Vocal Clarity: Exceptional, near-native spoken and written English. Must possess a clear, articulate, patient, and warm phone voice tailored for communicating with elderly clients.
Technical Skills: Strong proficiency with scheduling software/CRMs, Google Workspace, and Microsoft Office (Word, Excel, Outlook).
Remote Workspace: Dedicated, quiet home office, high-speed fiber internet connection, noise-canceling headset, and reliable power backup (UPS/Inverter required).

Preferred

Previous experience using home care scheduling systems (e.g., ClearCare/WellSky, MatrixCare, HHAeXchange, or similar platforms).
Familiarity with North American home care operations, caregiver matching, and route/distance planning.

64291589555- 2 Staffing/Schedulers Assistant - 20862