Client Scheduling Representative

About the role

Home Hope and Healing is seeking a full-time Client Service Representative (CSR) to join the scheduling team for our Personal Care Agency (PCA) program. This position is based at our central office in Smithfield and works alongside administrative staff in a collaborative, supportive environment. The role is a day position, Monday through Friday, 8:00 a.m. – 4:30 p.m., with alternating after-hours on-call phone coverage in two rotations per month.

Responsibilities

• Coordinate schedules for clients and families with personal support specialists (PSS) who provide in-home services.
• Deliver excellent customer service and ensure accurate, thorough, and timely communication with clients, families, and field staff.
• Collaborate to match staff and clients appropriately.
• Resolve scheduling conflicts and issues with clients, staff, the care team, and managers.
• Participate in after-hours on-call phone coverage on a rotating basis, averaging two rotations per month.

Requirements

• Proficiency with computers: data entry and logging into electronic medical records; use of MS Word, MS Excel, and MS Outlook.
• Ability to navigate smartphones and assist field staff with scheduling and documentation via mobile devices.
• Strong communication and listening skills.
• Capacity to work independently, prioritize tasks, and meet deadlines.
• Aptitude for multitasking in a fast-paced environment.
• Flexibility to adapt to changing priorities and handle unexpected challenges.
• Attention to detail, problem-solving ability, and follow-through.
• Reliable work ethic and commitment to excellence.
• Demonstrated compassion, respect for client/patient confidentiality and privacy, and professional phone etiquette when interacting with elderly and/or disabled clients, families, care teams, and external agencies.
• Customer service or office experience in a healthcare or home care setting is preferred.
• Associate’s degree or equivalent combination of education and office experience is preferred.

Benefits

• Health insurance with a generous employer contribution toward premiums for employees and dependents; $2,000 company contribution to a Health Reimbursement Arrangement (HRA).
• Health Savings Account (HSA) available for the high-deductible plan.
• Dental and vision insurance.
• Flexible Spending Accounts (medical, limited-purpose medical, and dependent care).
• Paid Time Off accrual for vacation and sick leave, plus paid holidays.
• 401(k) retirement plan with up to a 4% employer match, 100% vested.
• Employer-paid Life and Accidental Death & Dismemberment (AD&D) insurance.
• Employee Assistance Program (EAP).
• Supplemental insurance options including short-term disability, life, and cancer coverage.
• Free RestoreResilience digital program supporting employee health through mental, emotional, and physical wellbeing initiatives.