Scheduling Coordinator

About Home Instead

For more than three decades, the Home Instead® network has been the world's leading provider of in-home care for older adults. Each Home Instead franchise offers an individualized approach to help keep aging adults comfortable and cared for at home. Globally, the Home Instead network supports the work of over 100,000 Care Pros and provides more than 60 million hours of care annually. Learn more at homeinstead.com.

Job Summary:

The Service Coordinator plays a critical role in ensuring clients receive consistent, dependable, and high-quality care through effective scheduling and coordination. This position is responsible for building and maintaining accurate schedules for clients and CAREGiversSM, proactively managing changes, and resolving conflicts in real time.

This role requires strong organizational skills, urgency, attention to detail, and the ability to make sound decisions in a fast-paced environment. The Service Coordinator collaborates closely with clients, CAREGivers, and internal team members to ensure care continuity and service excellence

Key Responsibilities:

Scheduling & Care Continuity

• Build, maintain, and proactively manage complete client schedules, ensuring dependable coverage at all times.
• Maintain client schedules a minimum of two weeks in advance to reduce disruption and improve stability.
• Monitor daily schedules in real time and respond immediately to call-offs, late arrivals, emergencies, and last-minute changes.
• Take ownership of solving coverage gaps quickly and effectively, utilizing available CAREGivers and contingency plans.
• Anticipate potential scheduling conflicts before they impact clients and implement preventive solutions.
• Ensure 100% fulfillment of all scheduled service hours while maintaining schedule integrity.

CAREGiver Coordination

• Maintain accurate and up-to-date CAREGiver availability and preference records.
• Strategically match CAREGivers to clients based on skills, personality, availability, and continuity of care.
• Maximize utilization of available CAREGiver hours while minimizing unscheduled overtime.
• Communicate schedule expectations clearly and professionally to CAREGivers.
• Address attendance concerns or reliability patterns in partnership with leadership as needed.
• Collaborate with recruiting to communicate scheduling needs and hiring priorities.

Client Communication & Service Support

• Serve as a professional and dependable point of contact for scheduling-related client inquiries.
• Follow up promptly with clients regarding changes, concerns, or service adjustments.
• Identify opportunities to increase service hours when client needs evolve or additional support is beneficial.
• Ensure scheduling practices support long-term client satisfaction and retention.
• Support new client onboarding by coordinating initial schedules and introductions.

Documentation & Collaboration

• Maintain accurate, detailed documentation in scheduling software regarding all schedule changes and communications.
• Ensure all scheduling activities align with company policies, labor considerations, and Home Instead® standards.
• Communicate proactively with internal team members to prevent breakdowns in care delivery.
• Participate in scheduling-related contingency planning and process improvement initiatives.
• Maintain confidentiality and professionalism in all communications.

Qualifications & Experience:

• High school diploma or equivalent required.
• Minimum of one year of scheduling, staffing, healthcare, or related experience preferred.
• Experience working in a fast-paced or high-volume environment preferred.
• Experience with scheduling software or database systems preferred.
• Valid driver’s license required.
• Strong organizational skills and exceptional attention to detail.
• Excellent verbal and written communication skills.
• Ability to prioritize and adapt quickly in a dynamic environment.
• Strong problem-solving and decision-making skills under pressure.
• Ability to work independently while collaborating effectively with a team.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and scheduling software.
• Commitment to Home Instead® service standards and professionalism.

Preferred Qualifications

• Prior experience in home care, healthcare coordination, staffing, or workforce scheduling.
• Experience working in a fast-paced, high-volume environment where rapid decision-making is required.
• Familiarity with scheduling or workforce management software.
• Experience managing rotating schedules, call-offs, and last-minute changes.
• Demonstrated ability to manage competing priorities while maintaining accuracy.
• Experience in a customer-facing role requiring conflict resolution and professional communication.
• Understanding of caregiver-client matching best practices.

• Knowledge of labor compliance considerations related to scheduling and overtime management.

Key Competencies:

• Delivering Results: Takes ownership of scheduling outcomes and ensures timely coverage.
• Customer Service: Anticipates client needs and prioritizes care continuity.
• Problem Solving: Responds quickly and effectively to scheduling challenges.
• Teamwork & Collaboration: Partners with internal team members to support seamless service.
• Communication: Communicates schedule updates clearly and professionally.
• Living Home Instead®: Demonstrates compassion, initiative, and integrity in every interaction.

Compensation & Benefits:

• Competitive salary .
• Medical/Dental/Vision Insurance
• PTO & Paid Holidays
• 401K Match after 30 days
• Company Car