Job Summary:

CV at Home is seeking a highly organized Scheduler / Staffing Coordinator to support the day-to-day staffing and administrative needs of its private-pay personal care and home care services. The primary focus of this position is caregiver scheduling and coverage, recruiting and onboarding coordination, caregiver communication, timekeeping preparation, and administrative accuracy.

The Scheduler / Staffing Coordinator helps ensure clients receive dependable personal-care services by coordinating caregiver assignments, communicating schedule changes, supporting hiring and onboarding, and maintaining accurate records. This is a combined operations-support position, not a scheduling-only role.

The Coordinator works closely with the Administrator / Operations Manager to resolve coverage needs, support caregivers, respond professionally to clients and families, and prepare accurate information for payroll and billing. The position requires sound judgment, careful follow-through, and the ability to shift priorities when urgent coverage needs arise.

Essential Duties and Responsibilities

Scheduling and Coverage

• Maintain accurate recurring and one-time client schedules in the agency's scheduling system.
• Match caregivers to assignments using availability, qualifications, authorized duties, client needs and preferences, travel requirements, continuity of care, and approved overtime limits.
• Identify open shifts early and actively coordinate qualified coverage.
• Respond promptly to call-outs, cancellations, and schedule changes during assigned coverage hours.
• Confirm assignments and communicate changes to affected caregivers, clients, families, and management as appropriate.
• Review upcoming coverage each workday and prepare a documented weekend and after-hours handoff.
• Escalate uncovered visits, safety concerns, and unresolved staffing issues according to agency procedures.
• Use available scheduling automation to support the work while reviewing recommendations and confirming that assignments are appropriate.

Recruiting and Onboarding Support

• Review caregiver applications, conduct initial outreach and screening, and coordinate interviews.
• Maintain an accurate applicant pipeline and document next steps.
• Collect onboarding documents and track outstanding requirements.
• Coordinate orientation, training appointments, and first-assignment readiness with the responsible manager.
• Confirm that required approvals are recorded before placing a new caregiver on an assignment.
• Follow up after initial assignments and promptly escalate concerns.

Caregiver Communication and Retention

• Maintain current caregiver availability, scheduling preferences, and time-off information.
• Conduct routine check-ins and identify opportunities to offer appropriate additional hours.
• Respond professionally to caregiver questions and route payroll, personnel, or care concerns to the appropriate person.
• Document recurring attendance or reliability concerns and notify management.
• Help maintain a dependable pool of qualified backup caregivers.

Timekeeping and Payroll Preparation

• Review completed visits, missed punches, and other timekeeping exceptions.
• Obtain supporting information and route corrections through the approved process.
• Flag potential overtime and discrepancies before payroll deadlines.
• Prepare accurate timekeeping information for management or payroll review.
• Do not alter time records without supporting documentation and required approval.

Client Support and Intake Administration

• Handle routine, nonclinical service inquiries and follow-up.
• Collect basic intake information and route prospective clients to the responsible manager or sales contact.
• Document service concerns and communicate them promptly to the appropriate person.
• Maintain professional, respectful communication with clients and families.
• Refer care-plan changes, clinical questions, complaints requiring management action, and safety concerns to authorized personnel.

Billing Preparation and Reporting

• Reconcile approved visit hours with billing preparation records.
• Identify missing information and discrepancies before invoice preparation.
• Maintain accurate scheduling, staffing, and follow-up records.
• Provide a concise weekly update on coverage, recruiting, onboarding, timekeeping exceptions, and unresolved issues.
• Protect client and employee information and use only approved systems and communication methods.

Performance Expectations

• Review the next 48 hours of service each workday and identify unresolved coverage needs before the end-of-day handoff. Review weekend coverage by Friday or the last scheduled business day.
• Act promptly on known call-outs and open shifts during assigned coverage hours. Document outreach, results, and escalations; do not leave a known coverage gap without an assigned next step.
• Keep assignments and changes current in the scheduling system and communicate changes to affected parties.
• Make an initial contact attempt within one business day for new applicants assigned for review, unless management has established a different priority.
• Track required onboarding documents and approvals; do not schedule independent assignments before required clearance is recorded.
• Complete assigned payroll and billing reviews by established cutoff times and escalate unresolved discrepancies before the deadline.
• Follow up with newly assigned caregivers within two business days after their first completed shift and document concerns requiring action.
• Submit a weekly status update covering coverage gaps, recruiting progress, onboarding readiness, administrative exceptions, and support needed.
• Report competing priorities, recurring delays, and work extending beyond the assigned schedule promptly and accurately.

Client cancellations, caregiver shortages, or other factors outside the employee's control will be considered when reviewing outcomes. The employee remains accountable for timely action, accurate documentation, communication, and appropriate escalation.

Decision-Making and Approval Boundaries

• Routine scheduling: Make assignments and adjustments within approved client service plans, caregiver qualifications, availability, and agency guidelines.
• Management approval: Obtain approval for hiring decisions, pay changes, overtime exceptions, disciplinary action, and material changes to client services.
• Care decisions: Do not perform clinical assessments or make care decisions outside the employee's qualifications and authorized role.
• Payroll and billing: Prepare and reconcile information; final approval and release remain with the designated approver.
• Automated recommendations: Review system-generated suggestions and escalate conflicts or uncertainty. Software recommendations do not replace required approvals or professional judgment.

Required Skills and Abilities

• Strong organization, attention to detail, and follow-through.
• Clear, courteous written and verbal communication.
• Ability to manage interruptions, prioritize urgent needs, and remain professional under pressure.
• Comfort using scheduling software, email, spreadsheets, and electronic records.
• Ability to handle confidential information appropriately.
• Ability to work effectively with older adults, families, caregivers, and agency leadership.

Education and Experience

• Experience in home care scheduling, staffing coordination, recruiting, or a related customer-service operation preferred.
• Familiarity with caregiver timekeeping, payroll preparation, and private-pay service administration preferred.
• Experience with AxisCare or comparable home care software preferred.

Schedule and After-Hours Coverage

• This is a full-time position budgeted for 40 hours per week; the specific work schedule will be established by management.
• Any evening, weekend, holiday, or on-call assignment must be established separately by management, with clear coverage responsibilities, escalation procedures, backup arrangements, and applicable timekeeping and compensation procedures.
• Record all time worked accurately, including authorized after-hours activity. Report work outside the assigned schedule and obtain advance approval for additional hours whenever practicable.
• If AxisCare or another scheduling platform is implemented, complete assigned training and use approved tools to improve accuracy and efficiency.

Role Scope and Priorities

• Reliable client coverage and urgent service issues take priority. When interruptions affect other deadlines, notify the manager and agree on revised priorities rather than leaving work unresolved.
• This role currently supports approximately 40 active clients and 292 billable care hours per week; service volume may change.
• The position reports to the Administrator / Operations Manager.
• Performance is evaluated through service reliability, accuracy, timely follow-up, communication, and completion of assigned work. Scheduling speed alone is not the measure of success.

This job description summarizes the primary duties and expectations of the position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties and priorities may be adjusted as service needs change, with direction from management.