Job Description – Care Specialist (Scheduler)
Position Title
Care Specialist (Scheduler)
Reports To: Administrator and Director of Operations
Employment Status
Full-Time 10 am – 7 pm
Position Summary
The Care Specialist serves as the primary scheduler and care coordinator for an assigned caseload of clients and caregivers. This position is responsible for ensuring that client care is appropriately staffed, schedules are maintained, and both employees and clients receive exceptional customer service. The Care Specialist works closely with clients, families, referral sources, and caregivers to ensure continuity of care and support Silver Care's mission to provide compassionate, dependable, and high-quality home care services.
This position requires excellent communication, organizational, and critical-thinking skills, and the ability to work in a fast-paced environment while maintaining professionalism and confidentiality.
Essential Job Responsibilities:
Scheduling and Staffing
- Manage an assigned caseload of clients and caregivers.
- Schedule caregiver shifts based on client needs, care plans, availability, and geographic location.
- Fill all open shifts promptly to ensure uninterrupted client care.
- Coordinate same-day call-offs and emergency staffing needs.
- Maintain accurate daily, weekly, and monthly schedules.
- Confirm caregiver schedules and client services daily.
- Monitor overtime and scheduling efficiencies.
- Participate in the on-call rotation, including evenings, weekends, and holidays as assigned.
Client Care Coordination
- Serve as the primary point of contact for assigned clients and families.
- Develop positive working relationships with clients and caregivers.
- Communicate changes in schedules promptly.
- Coordinate new client admissions and service start dates.
- Report client concerns, hospitalizations, falls, or changes in condition to nursing staff and leadership.
- Conduct client satisfaction calls and follow-up as assigned.
- Assist with coordinating reassessments and supervisory visits.
Employee Support
- Maintain regular communication with caregivers regarding schedules and assignments.
- Assist caregivers with questions regarding client care plans and scheduling.
- Encourage accountability, professionalism, and adherence to company policies.
- Address attendance issues and notify leadership of repeated concerns.
- Assist with onboarding new caregivers into scheduling systems.
Administrative Responsibilities
- Maintain accurate client and employee records in the scheduling software.
- Verify electronic visit verification (EVV), timekeeping, and documentation.
- Assist with payroll verification by reviewing caregiver hours.
- Review schedules for authorization compliance.
- Maintain confidentiality of all client and employee information.
- Answer incoming telephone calls and assist office visitors professionally.
- Complete assigned administrative projects and reports.
Communication
- Communicate professionally with:
- Veterans Affairs representatives
- Senior Services representatives
- Physicians and healthcare professionals
- Escalate urgent concerns to the Administrator or Director of Operations immediately.
Required Qualifications
- High School Diploma or GED required.
- Associate degree in Healthcare Administration, Business Administration, Human Services, or a related field preferred.
- Minimum one year of scheduling, customer service, healthcare, or office administration experience.
- Experience in home care or healthcare scheduling preferred.
- Proficient with Microsoft Office (Word, Excel, Outlook).
- Ability to learn scheduling and electronic medical record systems.
- Excellent verbal and written communication skills.
- Strong organizational and time-management skills.
- Ability to multitask in a fast-paced office environment.
- Valid driver's license and reliable transportation for occasional client visits.
Preferred Qualifications
- Experience with home care scheduling software.
- Knowledge of Medicaid, Veterans Affairs, and private-pay home care services.
- Experience with payroll review and timekeeping systems.
- Customer service and conflict resolution experience.
Core Competencies
The Care Specialist must demonstrate:
- Exceptional customer service
- Strong communication skills
- Professionalism
- Critical thinking
- Organization
- Time management
- Leadership
- Accountability
- Team collaboration
- Adaptability
- Problem-solving
- Attention to detail
Performance Expectations
The Care Specialist is expected to:
- Maintain appropriate staffing for all assigned clients.
- Minimize open shifts and missed visits.
- Respond promptly to scheduling changes and emergencies.
- Complete documentation accurately and timely.
- Demonstrate professionalism in every interaction.
- Meet payroll and scheduling deadlines.
- Maintain client and employee satisfaction.
- Follow all Silver Care policies, procedures, and compliance standards.
Work Schedule
- Monday–Friday, as assigned.
- Participation in an on-call rotation, including evenings, weekends, and holidays.
- Additional hours may be required to meet staffing needs.
Physical Requirements
The employee must be able to:
- Sit for extended periods.
- Use a computer, telephone, and office equipment throughout the workday.
- Occasionally lift up to 25 pounds.
- Travel locally for client visits, community outreach, or training when necessary.
Silver Care Core Values
Every Care Specialist is expected to uphold Silver Care's DACS principles:
- Discipline – Follow policies, procedures, and established workflows.
- Accountability – Take ownership of assigned clients, schedules, and responsibilities.
- Consistency – Provide dependable support and maintain continuity of care.
- Sacrifice – Demonstrate flexibility and commitment to ensuring every client receives the care they deserve.