Scheduler – Shift Coordinator
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Job Description
Scheduler coordinating client and Care Professional coverage for a US home-care provider. Managing high-volume calls, cancellations, schedules, and service-hour coverage remotely.
Responsibilities:
- Create, manage and maintain accurate client and Care Professional schedules
- Match Care Professionals with clients based on availability, skills, client requirements and continuity of care
- Make approximately 60–80 inbound and outbound calls per day
- Respond quickly to sickness, cancellations, uncovered shifts and last-minute scheduling changes
- Contact available Care Professionals and secure replacement cover
- Maintain contingency plans to support 100% coverage of scheduled service hours
- Monitor, document and update scheduling activity within the company’s software system
- Resolve scheduling concerns raised by clients, families and Care Professionals
- Maintain accurate client, employee and service records
- Communicate important operational updates and concerns to management
- Build professional relationships with clients, families and Care Professionals
- Understand client needs and identify appropriate opportunities to retain or increase service hours
- Protect confidential client and employee information
- Provide clear handovers and ensure outstanding matters are followed through to completion
- Support evening and weekend scheduling requirements when necessary
- Report to the Owner / Operations Management Team
Requirements:
- Minimum one year of relevant experience in scheduling, workforce coordination, staffing, operations, customer service or a similar role
- Excellent spoken and written English
- Confident, natural and professional telephone manner
- Comfortable working in a high-volume calling environment (circa 60-100 calls per shift)
- Strong organisational, prioritisation and problem-solving skills
- Ability to make sound decisions quickly and remain composed under pressure
- Excellent attention to detail and record-keeping ability
- Strong working knowledge of Microsoft Word, Excel and general office systems
- Ability to communicate professionally with clients, families, Care Professionals and senior management
- Willingness to work hours aligned with US business requirements
- Reliable broadband connection and a professional home-working environment if the position is confirmed as remote
- Highly advantageous: Home-care, healthcare or medical scheduling experience
- Highly advantageous: Workforce-management or shift-planning experience
- Highly advantageous: Experience supporting US customers or businesses
- Highly advantageous: BPO, contact-centre or high-volume customer-service experience
- Highly advantageous: Experience using scheduling, CRM or workforce-management software
Benefits:
- Opportunity to support an established US home-care operation
- Responsible and varied position with a direct impact on clients and Care Professionals
- International working environment
- Supportive relationship with the Owner and Operations Management Team
- Long-term opportunity for a dependable and high-performing professional
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