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!!