The Scheduler & Caregiver Support position is responsible for coordinating caregiver schedules, maintaining appropriate client-caregiver matches, responding to scheduling changes, and serving as a primary point of support for caregivers.
The ideal candidate is highly organized, responsive, compassionate, and able to make sound decisions in a fast-paced environment. This role requires strong communication skills and the ability to balance the needs of clients, caregivers, and the business while supporting Comfort Keepers' commitment to providing uplifting in-home care.
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Essential Duties and Responsibilities
Scheduling & Client Coverage
Develop, maintain, and adjust caregiver schedules to ensure client visits are appropriately staffed.
Coordinate caregiver assignments based on client needs, caregiver skills, availability, location, compatibility, and continuity of care.
Proactively identify open shifts and coverage concerns and work to resolve them before they impact client service.
Respond quickly to call-offs, schedule changes, client requests, and other staffing needs.
Communicate schedule changes clearly and promptly with caregivers, clients, families, and appropriate team members.
Help minimize missed visits, late arrivals, overtime, and unnecessary travel whenever possible.
Maintain accurate scheduling information within the company's scheduling and operating systems.
Partner with the leadership team to anticipate future staffing needs based on client growth and caregiver availability.
Caregiver Support
Serve as a consistent and approachable point of contact for caregivers regarding schedules, availability, client assignments, and day-to-day questions.
Build positive working relationships with caregivers and help them feel valued, informed, and supported.
Conduct proactive caregiver check-ins to identify concerns, scheduling needs, availability changes, and opportunities for additional hours.
Assist caregivers in resolving routine workplace concerns and escalate significant issues to the appropriate leader.
Reinforce expectations regarding attendance, punctuality, communication, professionalism, and client service.
Help recognize caregiver accomplishments, milestones, and exceptional performance.
Support caregiver engagement and retention by helping create a positive and responsive employee experience.
Communication & Coordination
Maintain professional, compassionate, and timely communication with clients, families, caregivers, and coworkers.
Document scheduling issues, caregiver communications, call-offs, and other relevant information accurately.
Communicate emerging caregiver or client concerns to the appropriate member of the leadership team.
Collaborate closely with recruitment, onboarding, client care, and operations to ensure caregiver capacity aligns with client needs..
Maintain confidentiality and handle sensitive client and employee information appropriately.
Quality Assurance & Compliance
Participate in Quality Management Program (QMP) audits
Maintain Confidentiality in accordance with HIPAA requirements
Ensure compliance with Colorado Class A Home Care Agency regulations, Comfort Keepers policies and accreditation standards
Assist with quality improvement initiatives
Qualifications, Knowledge, Skills & Abilities
High school diploma or equivalent required; additional education or relevant healthcare experience preferred.
Minimum of two (2) years of experience in home care, healthcare, senior services, customer service, scheduling or a related field.
Strong organizational and time-management skills.
Excellent verbal and written communication skills.
Ability to manage multiple priorities and frequent changes while maintaining attention to detail.
Strong problem-solving skills and the ability to remain professional under pressure.
Comfortable communicating by phone, text, email, and scheduling software.
Ability to develop positive relationships with caregivers, clients, families, and coworkers.
Dependable, proactive, and willing to take ownership of problems through resolution.
Home care or healthcare scheduling experience strongly preferred.
Licensure & Requirements
Valid driver’s license.
Current automobile insurance.
Reliable transportation.
Ability to travel throughout the service area.
Ability to pass all required background screenings.
Meet all Colorado Class A Home Care Agency employment requirements.
Working Conditions
- Occasional local travel throughout the service area
- May require occasional evening or weekend work to meet operational needs.
- Will participate in an on-call rotation
