The Scheduling Coordinator plays a critical role in the success of our team by ensuring exceptional care and service delivery for both our clients and CAREGivers. We are looking for someone who naturally takes the lead, thrives in a fast-paced environment, and is energized by solving challenges as they arise. The ideal candidate is confident on the phone, highly organized, able to juggle multiple priorities at once (calls, emails, scheduling changes, and urgent requests), and genuinely passionate about making a difference in the lives of both our CAREGivers and clients.
This role is perfect for someone who is empathetic, adaptable, solutions-focused, and committed to delivering an outstanding experience every single day. You will work closely with clients, families, CAREGivers, and office team members to create a supportive, positive, and responsive environment where everyone feels valued and cared for.
Schedule: Sunday to Thursday | 8:30 AM – 5:00 PM
Key Roles & Responsibilities
- Build trust by reflecting the Brand Promise of Home Instead:
- “We will deliver, without exception, on every commitment we make to you and your loved ones.”
- Reflect our Guiding Principles in every interaction:
Build Trust, Take the Lead & Share Your Heart
- Thrive in a fast-paced environment while confidently managing competing priorities including phone calls, emails, schedule changes, staffing emergencies, and client/CAREGiver support requests.
- Take ownership of the client and CAREGiver scheduling portfolio by managing all scheduling transactions accurately and efficiently on a daily basis.
- Be proactive and solutions-focused when challenges arise, ensuring clients and CAREGivers feel supported at all times.
- Build strong relationships with CAREGivers through ongoing communication, support, recognition, and engagement initiatives.
- Ensure the needs of the client, family, CAREGiver, and company are consistently met while maintaining the highest level of customer service.
- Meet and exceed key performance indicators including increasing hours, reducing cancelled shifts, minimizing missed shifts, and ensuring thoughtful compatibility matching between clients and CAREGivers.
- Coordinate all Care Consultations, Introductions, and QA Visits.
- Ensure client and CAREGiver satisfaction through compatibility surveys, care plan communication, and ongoing updates.
- Handle incoming calls in a friendly, professional, empathetic, and knowledgeable manner.
- Field new client inquiries, gather information accurately in CLEARCARE, and coordinate Care Consultations.
- Handle concerns and complaints professionally by providing solutions, support, and timely follow-up.
- Demonstrate strong decision-making skills, common sense, and the ability to act quickly when needed while understanding the impact of decisions.
- Work independently while maintaining excellent time management and meeting deadlines.
- Maintain confidentiality and accuracy of all client and CAREGiver records within CLEARCARE.
- Monitor, mediate, and document all client and CAREGiver activity and follow up on assignments and service concerns in CLEARCARE.
- Participate in CAREGiver retention initiatives and coordinate CAREGiver recognition programs including CAREGiver of the Month.
- Provide support to various team members and contribute to a positive, cohesive, and team-oriented office culture.
- Provide field support when required, including participating in Introduction Visits and other client or CAREGiver requests as directed by the Director of Client Care.
- Adhere to all procedures mandated by our Quality Management System including Control of Service Provision, First Visit, Service Complaints, Incidents, and Accidents.
- Reflect the Core Values and Guiding Principles of Home Instead in every interaction.
- Other duties as assigned by management.Qualifications & Requirements
- Exceptional communication and customer service skills
- Strong multitasking and organizational abilities
- Comfortable working in a fast-paced and constantly changing environment
- Confident and professional phone manner
- Empathetic, compassionate, and relationship-focused
- Ability to take initiative and problem-solve independently
- Experience in scheduling, healthcare, customer service, or a related field is considered an asset
- Must have a valid driver’s license and reliable vehicle
Inviting qualified candidates from within Canada
#INDM
Job Type: Full-time
Pay: From $40,000.00 per year
Benefits:
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
