Job Description

Job Responsibilities

Scheduling & Coverage (Primary Function)

• Monitor open shifts, dashboard alerts, and overnight call-offs beginning at 8:30 AM

• Schedule caregivers to meet the needs of clients.

• Staff open shifts using a structured approach:

  • Review caregivers already assigned to the case.

  • Check previously scheduled caregivers for availability.

  • Determine if a visit can be moved (if clinically appropriate).

  • Send offers and begin direct calling after 15 minutes if shifts remain open.

• Launch new cases by obtaining visit requirements from the Nurse Case Manager, verifying authorizations, building schedules, and assigning caregivers.

• Notify all relevant parties of schedule updates including CP, client, and NCM.

• Manage overtime risk while ensuring continuity of care.

Client & Caregiver Customer Service

• Answer incoming calls, emails, and messages with urgency, professionalism, and empathy.

• Troubleshoot scheduling issues, care concerns, and service disruptions.

• Ensure complaints regarding scheduling are addressed and resolved promptly.

• Provide service recovery by acknowledging concerns, correcting issues, and following up.

• Protect client privacy and comply with agency confidentiality policies.

Day-to-Day Operations & EVV

• Update EMR system with schedule changes and visit authorizations.

• Verify visit accuracy and clear EVV exceptions throughout the day.

• Update schedules in real time to prevent missed visits.

• Record call-offs, refusals, and schedule adjustments thoroughly.

• Maintain accurate visit, authorization, and caregiver assignment data.

Payroll & Billing Support

• Review and resolve payroll concerns such as missing punches or EVV discrepancies.

• Correct billing issues including authorization use, visit codes, and timing issues.

• Ensure all visit documentation is complete and ready for weekly processing.

Compliance & Professional Standards

• Maintain confidentiality of client care information and personnel information.

• Follow all agency policies regarding scheduling, EVV, documentation, and communication standards.

• Escalate unusual incidents, client concerns, or potential risks to the Administrator or NCM when necessary.

Cross-Functional Collaboration

• Communicate with team members across different departments to effectively coordinate client care.

• Communicate daily with Nurse Case Managers and Care Liaisons regarding changes in client needs, new cases, or staffing challenges.

• Support intake by assisting with initial scheduling for new clients.

• Collaborate with on-call staff to ensure smooth transitions and coverage continuity.

• Attend internal meetings to discuss client needs.

• Participate in the on-call scheduling rotation

• Perform other duties as assigned.
  
  

  Role Qualifications:

  • One year minimum of home care scheduling experience.
  • Great customer service and communication skills.
  • Exceptional organizational and time management skills.
  • Ability to work well in a fast-paced setting.
  • Ability to handle multiple projects and changing priorities.
    
    

    Job Type: Full-time
    Pay: $20.00 - $22.00 per hour (Based on experience)
    
    This role requires a screening through the Care Provider Background Screening Clearinghouse. For more information, visit their website at https://info.flclearinghouse.com/education-awareness