- 2 StaffingSchedulers Assistant 20862

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

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)

We are a premier home care agency managing a active ecosystem of 150200 professional caregivers paired with 150200 elderly clients.

We are hiring two (2) Staffing Coordinators to serve as vital operational support leads alongside our Staffing Manager and Lead Staffing 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.

• 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.

• 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.

• 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.

• 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 clients passing or discharge.

• 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.

• 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).

• 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.

Required Experience:

Junior IC