Scheduling Coordinator - Healthcare (PH) - 45555278194

Position : Scheduling Coordinator

Work Hours (Client) : Monday to Friday - 6pm - 10am EST Full-time   

Pay Range : $1100 - $1300 USD/month (varies based on skill set and experience level)

Location of Search : Philippines

Work Location : REMOTE

Company/Client Overview:

Senior In Home Care is a leading Toronto-based home care provider, dedicated to delivering compassionate, high-quality care to seniors. With over 22 years of experience, their team of Registered Nurses and caregivers ensures personalized support, helping clients maintain independence and quality of life. Join them and be part of a mission-driven team committed to making a real difference every day.

Duties and Responsibilities:

As a Scheduling Coordinator, you will play a crucial role in ensuring client care runs seamlessly across 12 locations. You’ll be at the heart of real-time operations, managing dynamic schedules for hundreds of clients and a large team of Personal Support Workers (PSWs). Your ability to think on your feet, communicate clearly, and solve problems quickly will ensure that families receive the support they need and that PSWs are efficiently deployed. This role involves triaging after-hours inquiries, resolving last-minute scheduling conflicts, and providing accurate, timely updates to all stakeholders. Your work will directly impact client satisfaction and the smooth operation of our services.

• Answer incoming calls in a friendly, professional, and knowledgeable manner, providing exceptional service to clients, caregivers, and team members.
• Monitor phone lines and ticket queues, triage incoming issues, and resolve scheduling conflicts in real time to maintain uninterrupted care.
• Create and maintain client and caregiver schedules with an emphasis on high-quality matches, relationship development, and continuity of care.
• Reassign PSWs (Personal Support Workers) or caregivers to cover call-ins, no-shows, or changing client needs, ensuring all shifts are appropriately staffed.
• Record all schedule updates and communications in the scheduling system and CRM, maintaining detailed and accurate documentation for reference and accountability.
• Handle and document client and caregiver concerns and complaints promptly and appropriately; notify supervisors as needed and maintain accurate records.
• Monitor, mediate, and log all client and caregiver activity using the designated software systems.
• Communicate updates to clients, families, and caregivers in a clear, empathetic, and professional manner, ensuring transparency and trust.
• Collaborate closely with the Toronto daytime team (or relevant internal teams) to ensure smooth handoffs, clear communication, and consistent service delivery.
• Step in to support daytime operations when required, ensuring continuity and reliability of service.
• Identify patterns or recurring scheduling challenges and proactively recommend improvements to enhance efficiency and service quality.
• Notify supervisors of any health and safety risks or concerns promptly.
• Utilize a consultative approach to increase client loyalty by understanding and responding to their evolving care needs.
• Contribute to a culture of collaboration, accountability, and excellence in service delivery.

Minimum Requirements:

Language requirement: Excellent English Communication Skills
Industry: Healthcare or Staffing (ideally)

• Minimum of 3 years’ experience in scheduling, dispatch, or coordination (preferably within healthcare or staffing environments)
• Background supporting Canadian or North American teams is a strong advantage.
• Familiarity with home care operations and workflows is highly preferred.
• Proven ability to thrive in high call-volume settings while maintaining excellent customer service standards.
• Strong critical thinking, problem-solving, and initiative-taking skills.
• Able to work both independently and collaboratively within a team environment.
• Exceptional judgment, discretion, and attention to detail.
• Highly organized with effective time management and multitasking abilities.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) with strong data entry and email communication skills; quick to learn and adapt to new software systems.