The posting
David Kennedy Recruitment has partnered with a reputable and established US home-care provider seeking an organised and highly responsive Scheduler / Service Coordinator to support its operations in the Washington, D.C. region.
Position: Scheduler / Service Coordinator Location: Philippines – supporting Washington, D.C., USA Work model: Remote Employment type: Full-time Working hours: Aligned with US operations; some evening and weekend availability may be required Reporting to: Owner / Operations Management Team
THE ROLE:
This is a fast-paced, telephone-based position responsible for coordinating schedules between clients and Care Professionals, responding to cancellations, resolving scheduling issues and ensuring all agreed service hours remain fully covered.
The successful candidate will communicate regularly with clients, families, Care Professionals and the wider management team. The position requires excellent judgement, attention to detail and the ability to remain calm while managing constantly changing priorities.
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
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
- Workforce-management or shift-planning experience
- Experience supporting US customers or businesses
- BPO, contact-centre or high-volume customer-service experience
- Experience using scheduling, CRM or workforce-management software
WHAT SUCCESS LOOKS LIKE:
- Scheduled service hours remain fully covered
- Cancellations and uncovered shifts are resolved quickly
- Client and Care Professional records remain accurate and current
- Clients, families and Care Professionals receive clear and professional communication
- Scheduling problems are handled calmly and effectively
- Opportunities to retain or appropriately increase service hours are identified
- Consistently high standards are maintained across a demanding daily call volume
THE OFFER:
- 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
- And many more!!
