About this role
This job description outlines the Scheduling Specialists objective, primary responsibilities, and/or requirements and qualifications.
Objective: The Scheduling Specialists responsibility is coordinating and managing caregiver schedules and ensuring the client's needs are fulfilled. To establish rapport, communicate timely, coordinate, and manage caregiver and client schedules. Ensure overall satisfaction of the caregiver and client, in conjunction with meeting the overall established goals of the office, following the mission statement, policies, and procedures.
Reports to: Director of Operations, Recruiting Manager
Primary Responsibilities (including, but not limited to):
- Manages workload based on SMART Goals and personal initiative and prioritization.
- Select, schedule, and coordinate caregivers based on new and existing clients' assessment and care plan information. Maintains appropriate gross profit margin for each case.
- Maintain all scheduling of caregivers and respond to situations where scheduling conflicts, emergencies, and/or "callouts" arise. Company schedule must be completed three days before all scheduled shifts.
- Communicate timely and positively any caregiver changes and schedule updates ahead of the scheduled time with the client/family.
- Track and record in company software all instances of assignment refusals, callouts, late arrivals, early departures, etc.
- Manages all caregiver callouts, late arrivals, early departures, and refusals of assignments; takes appropriate action based on company policies
- Communicate and provide input to the internal staff on "Hiring for the Void" regularly.
- May assist in keeping caregiver files up to date, including tracking expirations of any licensing, insurance, etc., in computer software. Collects new documents as directed, notifies supervisor when new records cannot be obtained.
- Audits timecards regularly to ensure hours match scheduled hours.
- Demonstrate an ability to identify and solve problems; use initiative and sound judgment to make quality decisions.
- Coordinate shift back-fill activities in the event of caregiver tardiness or absences.
- Act as point of contact with the client's family regarding staffing schedules
- Maintain an excellent rapport with clients and caregivers and effectively promote positive interpersonal relationships.
- Work with the supervisor to resolve complaints, incidents, and injuries.
This job description may be modified at any time. Other duties and responsibilities may be assigned.
Qualifications
- A High School Diploma or equivalent (GED) is required. An associate degree is preferred or equivalent work experience.
- Previous experience in customer service is preferred.
- A minimum of one year in a staffing/scheduling/logistics position is preferred.
- Knowledge of general home care/healthcare staffing preferred.
- Excellent organization and communication skills.
- Quick-thinking and astute decision-making skills
- Team player, excellent verbal, and communication skills, adaptable in different situations, possess excellent client interaction skills, able to multi-task and work independently.
- Must have experience using telephones with multiple lines, multi-task on several calls, and maintain professionalism and patience within a fast-paced environment.
- Excellent problem-solving and creative-solution abilities.