Job Overview:
You will be part of our 24/7 scheduling coverage team, responsible for managing inbound and outbound requests to ensure seamless care coordination. You'll work closely with an AI-enhanced platform, stepping in when human judgment and problem-solving are needed.
Key Responsibilities:
* Manage caregiver schedules, call-outs, and no-shows to guarantee continuous client coverage
* Handle inbound (and some outbound) scheduling calls and texts from caregivers, clients, and agencies
* Utilize scheduling and EMR systems (WellSky, AxisCare, ClearCare, or similar) plus a proprietary platform
* Proactively identify coverage gaps and resolve scheduling conflicts in real-time
* Document updates accurately in the system to avoid missed calls or service disruptions
* Collaborate with teammates to ensure smooth handoffs across shifts and 24/7 coverage
* Provide feedback and suggestions to improve scheduling processes and the platform
Requirements:
Must-haves:
* 1–2+ years in U.S. healthcare operations, patient coordination, or provider support roles
* Proven experience communicating with physicians, clinic staff, or healthcare providers
* Familiarity with EMR/scheduling systems (e.g., WellSky, AxisCare, ClearCare)
* Tech-savvy and quick to learn new platforms; comfortable working with AI-driven tools
* Strong problem-solving skills with the ability to resolve urgent scheduling conflicts
* Past experience working with U.S.-based teams in a fully remote setup
Key Skills & Attributes:
* Clear, confident communication – able to explain complex workflows to medical professionals
* Persistent and detail-oriented – follows up thoroughly and tracks progress accurately
* Critical thinking – makes suggestions to improve processes and flags issues
* Independent and proactive – thrives in a remote setting with minimal hand-holding
* Bilingual (Spanish a plus) – many patients prefer or benefit from Spanish-speaking support