Lead Scheduler

Primary Responsibilities

• Create, adjust, and maintain caregiver schedules to ensure consistent, high-quality service for all clients.
• Serve as the main point of contact for caregivers regarding scheduling needs, shift changes, call-outs, and availability updates.
• Collaborate with Client Services and Recruiting to ensure new clients are staffed quickly and appropriately based on care needs, preferences, and skill requirements.
• Respond rapidly to schedule disruptions, using creativity and resourcefulness to fill shifts and maintain continuity of care.
• Maintain accurate documentation in the scheduling system, including client updates, caregiver availability, and service changes.
• Support caregiver engagement by building strong relationships, understanding their strengths, and aligning them with the right clients.
• Escalate caregiver performance concerns to the Caregiver Experience Manager immediately and take all necessary steps to adjust schedules and close the loop on resulting communication.
• Lead on-call rotation scheduling to support 24/7 coverage.
• Partner with the Client Services team to ensure client satisfaction, resolve concerns, and adjust schedules based on changing care plans.
• Contribute to operational excellence by identifying scheduling trends, staffing gaps, and opportunities for improvement.

Qualifications

• Minimum two years of experience in scheduling, staffing coordination, or a fast-paced administrative role.
• Strong customer service background with the ability to communicate clearly and professionally.
• Experience in home care, healthcare, senior living, or a related field is highly preferred.
• Proven ability to multitask, prioritize, and stay organized in a dynamic environment.
• Skilled at problem-solving and navigating last-minute changes with calm and confidence.
• Comfortable using scheduling software, multi-line phone systems, and digital communication tools.
• A team-oriented mindset with the ability to work independently when needed.
• Compassion for seniors and a commitment to supporting caregivers and families.