Scheduling Specialist

Customer Care Scheduler Position Summary

The Customer Care Scheduler is responsible for managing and maintaining an ever-changing client and caregiver schedule to ensure all client care needs are met with the highest level of customer service. This role requires strong organizational skills, adaptability, and the ability to quickly respond to schedule changes, caregiver call-outs, and client service adjustments. The Scheduler works closely with clients, family members, caregivers, and office staff to ensure continuity of care and an exceptional client experience.

Reports To

Customer Care Manager / Branch Leadership

Directly Responsible For

• Daily client and caregiver scheduling
• Care coverage management
• Client and caregiver communication
• Schedule optimization and staffing coordination

Key Leadership, Management, and Accountability (LMA)

• Client and caregiver scheduling
• Schedule coverage and continuity of care
• Inquiry conversion support
• Ongoing client and caregiver touchpoints
• Customer service excellence
• Staff communication and engagement

Essential Duties and ResponsibilitiesClient Care and Customer Service

• Ensure all client shifts are staffed with compatible caregivers based on client preferences, care needs, and continuity of care standards.
• Answer incoming phone calls promptly, professionally, and courteously, serving as a primary point of contact for clients, family members, caregivers, referral sources, and community partners.
• Respond to inquiries regarding services, scheduling, caregiver availability, and general office operations.
• Route calls to the appropriate team members and ensure timely follow-up on client, caregiver, and employee concerns.
• Monitor and manage incoming calls, voicemails, emails, text messages, and scheduling requests throughout the day.
• Conduct client and caregiver follow-up calls at 24 hours, 7 days, 30 days after the start of care, and every 30 days thereafter to assess satisfaction and service quality.
• Maintain excellent telephone etiquette while delivering exceptional customer service and representing the BrightStar Care brand in a positive and professional manner.
• Monitor client satisfaction and ensure service standards consistently support a "Perfect 10" customer experience.
• Communicate care plan details, client updates, and special care instructions to field staff as directed by the Director of Nursing (DON).
• Track and address client concerns, caregiver feedback, and service recovery opportunities in a timely manner.

Scheduling and Care Coverage

• Maintain schedules for up to 60 clients and approximately 1,800 care hours per week.
• Coordinate and adjust schedules in response to caregiver call-outs, client requests, hospitalizations, schedule changes, and other staffing challenges.
• Ensure 24/7 staffing coverage to meet client care needs and uphold BrightStar Care service standards.
• Match caregivers with clients based on skills, availability, preferences, and compatibility.
• Minimize non-billable overtime while maintaining quality care and client satisfaction.
• Participate in on-call scheduling and provide staffing support during evenings, weekends, and holidays as needed.
• Serve as a backup caregiver when necessary to ensure continuity of care and client coverage.
• Document client, caregiver, and referral source communications accurately and maintain detailed records of schedule changes and service requests.

Operations and Administrative Support

• Utilize company systems and technology platforms, including ABS2, Applicant Tracking System (ATS), Learning Management System (LMS), BrightConnect, and Connecteam.
• Monitor Connecteam alerts, messages, and communications and respond appropriately.
• Maintain accurate, secure, and compliant client and employee records.
• Support front-office operations by assisting with administrative tasks and coordinating communication between clients, caregivers, and office staff.
• Ensure compliance with HIPAA regulations, company policies, and confidentiality requirements.
• Assist with competency assessments of field staff under the supervision and direction of the DON, when applicable.
• Track client feedback regarding caregiver performance and quality of care.
• Support branch initiatives focused on improving client satisfaction, caregiver retention, and operational efficiency.

BrightStar Care Core ValuesBe Open and Positive

• Approachable and supportive
• Creates a positive work environment
• Kind, genuine, and respectful
• Maintains a positive attitude under pressure

Serve with Passion

• Puts others first
• Demonstrates humility and confidence
• Makes a meaningful difference for clients and caregivers
• Serves for the greater good

Do the Right Thing

• Acts honestly and ethically
• Maintains integrity in all actions
• Takes responsibility and accountability
• Follows through on commitments

Make It Great

• Focuses on continuous improvement
• Exceeds expectations
• Supports team success
• Maintains exceptional attention to detail

QualificationsEducation

• High School Diploma or equivalent required

Experience

• Minimum of two (2) years of scheduling, customer service, or healthcare office experience required
• Home care, home health, or healthcare scheduling experience strongly preferred
• Knowledge of HIPAA regulations and healthcare office practices

Skills

• Excellent organizational and time management skills
• Strong communication and interpersonal abilities
• Ability to multitask and prioritize in a fast-paced environment
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint
• Strong problem-solving and critical-thinking skills
• Ability to remain calm and effective during staffing emergencies

Required Certifications and Requirements

• Negative TB test or chest X-ray
• Valid driver's license
• Current automobile insurance as required by state law
• Reliable transportation to fulfill job responsibilities

Physical and Schedule Requirements

• Ability to work in a fast-paced office environment
• Flexibility to assist with after-hours, weekend, and holiday coverage when necessary
• Ability to respond promptly to urgent staffing and client care needs

Success in this role is measured by client satisfaction, caregiver retention, schedule coverage, responsiveness, communication effectiveness, and the ability to provide exceptional service while living the BrightStar Care values.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• Health insurance
• Life insurance
• Paid time off

Work Location: In person

Benefits:

Salary : $20 - $25