Scheduling Support Specialist

Scheduling Support Specialist
Location: Manchester, VT (preferred), some travel to Rutland office

At Home Senior Care, a leading provider of private duty home care services, is seeking a compassionate and detail-oriented Scheduling Support Specialist to join our dedicated office team. This role is central to ensuring smooth operations by managing caregiver schedules and supporting related administrative tasks. The ideal candidate will have a strong customer service mindset, with a genuine passion for senior care and the ability to communicate effectively with both clients and caregivers in a fast-paced environment. Working closely with our Client Service Managers, the Scheduling Support Specialist plays a key role in delivering exceptional service and maintaining the high standards our clients and caregivers expect.

POSITION DETAILS:

• Full-time 

• Weekly schedule: Monday through Friday

• Requires participation in a monthly Saturday rotation

• In-person training required for the first month at our Rutland, VT office

• Supportive work environment that values flexibility, compassion, and work/life balance

POSITION BENEFITS:

• Our strong commitment to our CORE VALUES ~~ Trust, Respect & Compassion ~~ applies to both how we care for our clients and our team members!

• Dedicated team environment and support

• Sick & Vacation time

• Supplemented healthcare plan

• Competitive pay 

 EDUCATION AND EXPERIENCE:

• High school diploma or equivalent required

• Valid driver’s license and current auto insurance required

• A minimum of 1 year prior home care scheduling experience preferred

• Experience with WellSky Personal Care software preferred, not required

ESSENTIAL JOB FUNCTIONS:

• Embody and promote the core values of At Home Senior Care: Trust, Respect, and Compassion

• Answer incoming calls in a friendly, professional, and knowledgeable manner, providing excellent customer service

• Create and manage client and caregiver schedules, focusing on high-quality matches and fostering strong, supportive relationships

• Utilize WellSky Personal Care software to log, monitor, and manage all client and caregiver activity

• Proactively follow up on client and caregiver concerns to ensure timely and effective resolution

• Engage in thoughtful, curious inquiry to better understand and meet the evolving needs of clients, enhancing their loyalty to At Home Senior Care

• Identify and act on opportunities to increase service hours, thereby improving the quality and continuity of care

• Handle new client inquiries over the phone with professionalism and accuracy, entering information into the system and coordinating with the team to prepare for Care Consultations

• Maintain open, respectful, and effective communication with colleagues, caregivers, clients, and their families

• Adhere to all company policies, procedures, and ethical standards, ensuring consistent implementation across the team

• Requires work with others in a group or team, external customers, face-to-face discussions with individuals or teams in-person, on the phone, and electronically. 

ADDITIONAL RESPONSIBILITIES:

• Participate in caregiver meetings as needed to support team engagement and communication

• Assist with interviewing and onboarding new caregivers joining the At Home Senior Care team

• Conduct service inquiries and care consultations in a thoughtful, consultative manner

• Maintain regular in-office attendance, preferably to our Manchester, VT location, to effectively carry out job responsibilities

• Perform any additional duties or responsibilities as assigned to support the overall success of the team and organization

The above duties and responsibilities describe the general nature and level of work performed in this job. They should not be construed as an exhaustive listing of all job duties and responsibilities by employees so classified.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Understands and upholds the policies and procedures established by At Home Senior Care

• Demonstrates excellent oral and written communication skills, with strong listening abilities

• Works independently while maintaining confidentiality and meeting deadlines

• Exhibits effective interpersonal skills, sound judgment, and strong decision-making abilities

• Acts with discretion, integrity, and fairness in alignment with company standards and practices

• Organizes and prioritizes tasks across daily, monthly, quarterly, and yearly timelines

• Builds and maintains positive working relationships with administration, colleagues, clients, and caregivers

• Is comfortable sitting at a desk and engaging in extended phone conversations

• Presents a professional appearance and demeanor

• Operates standard office equipment efficiently

• Maintains a patient and congenial manner on the telephone

• Is proficient in G Suite and open to learning new software

• Has availability to work evenings as needed

• Participates in Saturday rotations as required

• Performs effectively in a professional office setting

• Demonstrates knowledge of the senior care industry

PHYSICAL REQUIREMENTS:

• Must be able to sit for extended periods of time

• Must have and maintain good eyesight for reading and attention to detail

• Must be able and willing to view and read information on a screen for long periods of time

• Requires good hand/arm/wrist dexterity for keyboard and phone operation as well as document organization

• Ability to lift lightweight boxes or files as needed

• Must have and maintain sufficient hearing and comprehension capabilities for conversations via video call, phone, or face-to-face

• Must be able to communicate and express ideas effectively both verbally and in writing

• Requires the ability to participate in repetitive motions such as typing, usage of a computer mouse, and handwriting

• Must have the ability to maintain focus and perform tasks throughout the day without mental fatigue 

This Job Description is not a contract of employment.  All employment remains at will.  Performing all or some of these tasks to expectation is not a promise or guarantee of continued employment.  This Job Description and any tasks listed can be temporarily or permanently changed or modified at any time in the company’s sole discretion, with or without prior notice to the employee and with or without being in writing.  You may be required to perform other jobs for the company even if not within your job or department.  The duties and responsibilities describe the general nature and level of work performed in this job.  They should not be construed as an exhaustive listing of all job duties and responsibilities by employees so classified. 

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.