Scheduling Coordinator

Homewell-Care-Service-of-Sussex-Count; Georgetown (DE); On-site; USD 42,000 - 54,000; Full time

Job summary

HomeWell Care Services is seeking a Scheduling Coordinator to ensure client service hours are staffed by qualified caregivers, maintaining continuity and quality of care. You will proactively manage shifts, call-outs, and schedule changes, while monitoring Live View and coordinating with clients, families, and the Care Team to resolve interruptions.

The role emphasizes strong communication, organization, and problem-solving skills, with a focus on caregiver engagement and retention within a

Qualifications

• High school diploma or equivalent required.
• Two years of related scheduling, staffing, customer service, home care, health care, or operations experience preferred.
• Excellent written and verbal communication, telephone etiquette, and customer service orientation.
• Exceptional organizational skills, attention to detail, follow-through, and ability to use scheduling, CRM, and other technologies.

Responsibilities

• Schedule client shifts with eligible caregivers matching service needs and caregiver availability.
• Review client care plans and instructions before assigning or replacing a caregiver.
• Proactively manage open shifts, call-outs, and last-minute coverage with urgency.
• Communicate assignments and changes promptly to caregivers, clients, families, and Care Team.

Skills

Scheduling expertise

Customer service

Communication skills

Organizational skills

Problem-solving

Attention to detail

Professional demeanor

Education

High school diploma or equivalent

Tools

WellSky scheduling software

CRM systems

Job description

SUMMARY:

The Scheduling Coordinator is responsible for ensuring HomeWell Care Services' client service hours are appropriately staffed with qualified caregivers while maintaining continuity, reliability, and quality of care. The position proactively manages caregiver schedules, open shifts, call-outs, schedule changes, caregiver availability, and real-time visit activity. The Scheduling Coordinator actively monitors Live View and other scheduling systems throughout the workday to identify and resolve potential service interruptions, communicates promptly with caregivers, clients, families, and the Care Team, and maintains accurate documentation of scheduling activities. The position also supports caregiver engagement and retention by developing strong working relationships, understanding caregiver availability and preferences, and promoting a positive caregiver experience.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent required.
• Two years of related scheduling, staffing, customer service, home care, health care, or operations experience preferred.
• Must possess excellent written and verbal communication skills, telephone etiquette, and be able to interact effectively with persons from diverse backgrounds with a strong customer service orientation.
• Must possess exceptional organizational skills, attention to detail, follow-through, and the ability to effectively utilize scheduling, CRM, communication, and other business technologies.
• Able to exercise initiative, problem-solve, prioritize urgent staffing needs, and apply sound judgment in a fast-paced service environment.
• Able to work under pressure, manage multiple competing demands simultaneously, and respond appropriately to time-sensitive scheduling and client service needs.
• Must present a positive and professional business image.
• Must pass a criminal background check.

ESSENTIAL DUTIES AND RESPONSIBILITIES:(SCHEDULING)

• Schedule client shifts with eligible caregivers whose knowledge, skills, qualifications, availability, and compatibility match the service needs of the client.
• Review applicable client care plans, service requirements, restrictions, preferences, and critical instructions before assigning or replacing a caregiver.
• Proactively manage open shifts, caregiver call-outs, and last-minute coverage needs with urgency while supporting continuity of care and minimizing unnecessary caregiver changes.
• Communicate new assignments, schedule changes, call-outs, delays, and other service-impacting changes promptly and professionally to caregivers, clients/families, and appropriate members of the Care Team.
• Maintain accurate client schedules, caregiver availability, contact information, assignments, and scheduling documentation in WellSky and/or other agency-approved systems.
• Actively maintain and monitor Live View throughout the workday, including open shifts, caregiver clock-ins and clock-outs, late arrivals, missed visits, schedule discrepancies, and other conditions that could affect client service.
• Immediately investigate late or missed clock-ins and take appropriate action to confirm caregiver arrival, secure alternate coverage when necessary, communicate with affected parties, document actions taken, and elevate unresolved service concerns.
• Maintain timely, accurate, objective, and complete documentation of scheduling activities, caregiver/client communications, coverage attempts, schedule changes, incidents, and resolutions in agency-approved systems.
• Regularly review completed shift records and identify discrepancies from scheduled hours; communicate payroll, billing, or timekeeping concerns to the appropriate leader for resolution before applicable deadlines.
• Monitor caregiver scheduled hours and potential overtime; obtain or communicate required authorization before creating avoidable overtime whenever operationally feasible.
• Promptly elevate unresolved coverage concerns, staffing shortages, client complaints, caregiver concerns, and potential service failures to the appropriate Care Team leader or management.
• Monitor and document caregiver attendance patterns, call-outs, tardiness, no-shows, and scheduling non-compliance and communicate concerns to management and Human Resources for appropriate follow-up. Formal corrective action remains the responsibility of management and Human Resources.
• Identify recurring staffing gaps, availability concerns, or scheduling trends that may place client service at risk and proactively communicate staffing needs to Recruiting, Care Team leadership, and management.
• Complete required scheduling reports and schedule-closing/clean-up activities weekly, monthly, and as needed, including missed-shift, open-shift, schedule discrepancy, and incident-related reporting.
• Participate in daily operational communication regarding open shifts, high-risk cases, caregiver availability, service interruptions, and unresolved scheduling concerns.
• Serve as an agency liaison for caregivers and promote a culture of engagement, responsiveness, professionalism, and accountability.
• Regularly communicate with eligible caregivers to confirm availability, desired hours, scheduling preferences, contact information, and satisfaction with the agency, with increased focus during the first 90 days of employment.
• Conduct ongoing stay interviews and communicate actionable caregiver feedback to the appropriate leader.
• Support caregiver retention by helping caregivers feel informed, appreciated, supported, and recognized while maintaining consistent scheduling expectations.
• Protect confidential client and employee information and use only agency-approved communication systems, devices, and processes when conducting HomeWell business.
• Perform other scheduling, staffing, client-service, and operational duties as assigned.

PHYSICAL AND ENVIRONMENTAL DEMANDS

This is a primarily sedentary position. The employee must be able to perform routine office functions and use computers, phones, and other business equipment for extended periods.

ORGANIZATIONAL RELATIONSHIP

Reports to the designated Care Team/Operations leader and works collaboratively with Care Team leadership, Human Resources, Recruiting, and other departments.

COMPENSATION

In accordance with the current approved compensation structure for the position.

POSITION TYPE & EXPECTED HOURS OF WORK

Full-Time. Regular office coverage is required during established HomeWell business hours. The position may require schedule flexibility, occasional work beyond regularly scheduled hours, and participation in after-hours or rotating coverage as assigned based on operational needs.

DISCLAIMER:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or be assigned at any time with or without notice.