Scheduling Lead

Job Title:     Scheduling Lead

Position Scope:

Under the direct supervision of the Operations Manager, the Scheduling Lead is a senior staff member responsible for successful, efficient and effective assignment of appropriate caregivers with the clients the agency serves.  This role is directly in-charge of maintenance of schedules and availability of caregivers based on skill set, geographic locations of clients and service plans and ensuring proper assignments of the caregiver based on client profiles.  Diligence, accuracy, resourcefulness, critical thinking, decision-making & proper judgement and collaboration are keys to success for this position.

Respite Operations:

The agency provides respite caregiving services to clients through state-funded programs.  Contracts are awarded by the state regional centers for families that require assistance and much needed care specifically for programs for IDD (Intellectually and Developmentally Disabled) community.  Our agency employs thousands of these properly trained caregivers we call Respite Care Providers (RCP).

Essential Duties:

In addition to the scope, other key success factors for effective handling of tasks of a scheduler are good understanding and grasp of respite agency operations, profiles and programs of RCPs and clients and use of tools and system (e.g., ADP payroll system, case management systems & RCP database like Wellsky, time-monitoring platforms, etc.).

1. Analyze RCP profiles, skill set, geographic location and availability.  Analyze current and incoming contracts as to case programs, contract period, and client care plan requirements.  Match or pair appropriate RCPs with clients and fill the contract requirements by scheduling the RCPs to the clients.  Coordinate with Service and Intake teams for the assignment of identified RCPs ideally within proximity with geographic location with the clients. Schedule client appointments and visits accordingly.  Maintain RCP and client databases to reflect accurate and current status of profiles (critical to successful pairing or matching).
2. Monitor fulfillment of the contracts and anticipate availability or release of RCPs from clients to ensure continuous deployment with new/other clients by maintaining accurate schedule of RCPs and assignment periods.  Administer and handle any changes required for reassignments and be nimble and strategic in handling changes in assignments and address emergencies.
3. Coordinate and collaborate with People Operations team, Services team, and Training team to ensure adequate inventory and availability of skilled and properly trained RCPs for current and incoming contracts to be serviced as well as anticipate growth plans in terms of contract volumes and regional center requirements.  Regional Centers usually award contracts to an agency who can initiate service and fulfill contracts the soonest time possible.
4. Ensure quality of service to the clients and adjust RCP assignments when needed.
5. Reporting on a consistent basis of key statistics:
   • RCP count / inventory; RCP deployment schedules; Over/Under capacity
   • Average time to service contracts / contract fulfillment
   • Number of contracts with unassigned RCP
   • Forecast for deployment requirements based on incoming contracts/authorizations
   • Other ad-hoc reporting
6. Ensure achieving agency targets for:
   • Utilization Rates (use or servicing authorized contracted hours)
   • Time to service contracts and RCP full deployment; over/under capacity
   • Cancelled contract hours
   • Avoidance of excess non-reimbursable mileage expense and Shorter Travel Time
7. Other related tasks assigned by the direct supervisor and any team projects that require scheduler involvement

Minimum Qualifications:

1. Bilingual/Spanish Speaking Required
2. High school diploma or GED (AA or BA highly preferred) plus 3-5 years related experience in healthcare or caregiving industry (IDD-specific preferred) and minimum of 2 years supervisory experience
3. Proficiency with Microsoft Suite and systems/tools (scheduling)
4. Working knowledge or familiarity in basic social services terminology
5. Familiarity with HIPAA regulations and confidentiality requirements
6. Good written and verbal communication skills
7. Good critical reasoning and analytical skills; Ability to make complex decisions
8. Minimum supervision (this is not a junior or entry level position); Self-starter
9. Collaborative and team-oriented
10. Ability to work on site

Certifications, Licensure, & Registration:

• Possess and maintain a valid driver's license and maintain valid auto insurance

Language Skills:

• Ability to read and understand short instructions, correspondence, and memos
• Ability to effectively communicate through written and verbal language
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization in a professional manner

Reasoning Abilities:

• Ability to evaluate situations and make complex decisions using critical thinking and reasoning.

Environmental Requirements: Must be able to work indoors in a predominately sedentary position.  Wide range of physical motion required to include bending, twisting, standing, walking, carrying boxes and supplies, sitting for long periods of time, answering the telephone, using hands to type and enter data and perform a wide range of office and clerical duties.  Also, must be able to greet staff members, participants, and community members in a pleasant and professional manner on a consistent basis.  Must consistently maintain composure and meet office challenges with maturity, objectively and always strive to deliver the utmost in customer service.

Scheduling and Availability:  Working hours generally are from 8:00 am to 5:00 pm, Monday through Friday with a one (1) hour lunch.  Employees must be willing to work overtime when requested and willing to assist other departments during staffing shortages as needed.  The position is 40 hours per week.