Private Duty Scheduler

Position Summary

The Private Duty Scheduler is responsible for coordinating caregiver schedules, facilitating the onboarding and orientation of newly hired caregivers, and ensuring clients receive exceptional, uninterrupted care. This role serves as the primary liaison between clients, caregivers, and office staff by proactively managing staffing needs, supporting workforce development, and maintaining compliance with company policies and client care plans.

The ideal candidate is highly organized, customer service driven, and thrives in a fast-paced healthcare environment. This individual demonstrates exceptional communication skills, strong attention to detail, and the ability to solve staffing challenges while fostering positive relationships with clients, families, and caregivers.

Essential Job Functions

Scheduling & Staffing

• Create, coordinate, and maintain caregiver schedules to ensure all client shifts are staffed appropriately.

• Match caregivers with clients based on skills, experience, availability, location, personality, and client preferences.

• Fill open shifts promptly through proactive outreach and effective scheduling strategies.

• Respond to same-day call-offs, staffing emergencies, and schedule changes with urgency.

• Monitor caregiver availability and maintain accurate scheduling records within the scheduling software.

• Promote continuity of care by assigning consistent caregivers whenever possible.

• Verify schedules for accuracy prior to payroll and billing processing.

• Monitor overtime and staffing efficiencies while maintaining quality patient care.

• Collaborate with leadership regarding staffing concerns, recruitment needs, and scheduling trends.

Caregiver Recruitment, Onboarding & Orientation

• Assist with recruiting efforts by coordinating interviews and communicating with qualified applicants as needed.

• Coordinate the onboarding process for newly hired Home Health Aides (HHAs), Certified Nursing Assistants (CNAs), and other private duty caregivers.

• Ensure all pre-employment requirements are completed, including background screenings, credential verification, references, and required documentation.

• Conduct comprehensive new hire orientation, reviewing company policies, procedures, customer service expectations, HIPAA, safety practices, scheduling processes, documentation standards, and timekeeping procedures.

• Educate new caregivers on electronic documentation systems, communication expectations, and company workflows.

• Prepare caregivers for successful field placement by reviewing client expectations, professionalism, appearance standards, and quality of care expectations.

• Coordinate initial client assignments and collaborate with clinical leadership to ensure caregivers are appropriately matched and prepared.

• Maintain accurate onboarding records and monitor required certifications, annual education, CPR renewals, and other compliance requirements.

• Serve as a mentor and resource for newly hired caregivers during their transition into the field.

• Collaborate with Human Resources and leadership to create a positive onboarding experience that supports caregiver engagement and retention.

Client Relations

• Serve as the primary scheduling contact for clients and their families.

• Communicate schedule updates, caregiver changes, and service modifications promptly and professionally.

• Document client requests, preferences, and concerns.

• Work collaboratively with the clinical team to ensure clients receive appropriate services.

• Maintain a high level of customer satisfaction through proactive communication and follow-up.

Caregiver Relations

• Maintain regular communication with caregivers regarding schedules, availability, and assignments.

• Notify caregivers of schedule changes and new opportunities.

• Provide support and guidance regarding scheduling questions and company expectations.

• Promote accountability for attendance, punctuality, professionalism, and reliability.

• Assist with resolving caregiver concerns while escalating issues to leadership when appropriate.

Operational Support

• Verify clock-in and clock-out discrepancies.

• Review missed visits, late arrivals, and scheduling exceptions.

• Maintain accurate documentation within the scheduling software.

• Assist with after-hours scheduling coverage as assigned.

• Work closely with clinical staff, intake, billing, payroll, Human Resources, and leadership to ensure seamless coordination of services.

• Prepare reports related to staffing, caregiver availability, scheduling metrics, and operational performance as requested.

Compliance

• Ensure all scheduling activities comply with physician orders, service authorizations, client service agreements, and company policies.

• Verify caregiver licenses, certifications, CPR, and required credentials remain current prior to scheduling assignments.

• Maintain HIPAA compliance and protect confidential patient and employee information.

• Follow all federal, state, accreditation, and company regulations governing private duty services.

Qualifications

• High school diploma or equivalent required.

• Associate's or Bachelor's degree preferred.

• Minimum of two (2) years of scheduling, staffing, healthcare coordination, or customer service experience preferred.

• Home care, home health, hospice, or healthcare scheduling experience strongly preferred.

• Experience conducting employee onboarding or orientation is preferred.

• Proficiency in Microsoft Office and scheduling software (AxisCare, WellSky, or similar) preferred.

Knowledge, Skills & Abilities

• Exceptional organizational and time management skills.

• Excellent verbal and written communication abilities.

• Outstanding customer service and interpersonal skills.

• Strong problem-solving and critical-thinking abilities.

• Ability to prioritize multiple competing tasks in a fast-paced environment.

• Strong attention to detail and accuracy.

• Professional phone etiquette and conflict resolution skills.

• Ability to maintain confidentiality and exercise sound judgment.

• Ability to work independently while collaborating effectively with a multidisciplinary team.

Physical Requirements

• Prolonged periods of sitting and working at a computer.

• Frequent use of a telephone and office equipment.

• Ability to occasionally lift up to 20 pounds.

Work Environment

• Office-based position in a fast-paced healthcare setting.

• Standard business hours with participation in an on-call rotation as assigned.

• Frequent interaction with clients, families, caregivers, referral partners, and internal staff.

Performance Expectations

The Private Duty Scheduler is expected to:

• Maintain minimal open shifts and maximize staffing efficiency.

• Achieve high client and caregiver satisfaction.

• Respond promptly to staffing emergencies and scheduling changes.

• Ensure payroll and scheduling accuracy.

• Effectively manage overtime and labor utilization.

• Successfully onboard and orient new caregivers in a timely and professional manner.

• Maintain caregiver compliance with required credentials and education.

• Demonstrate professionalism, teamwork, accountability, and exceptional customer service.

• Uphold Health at Home's mission, values, and commitment to delivering outstanding care and service.