排班员/班次协调员
Scheduler / Shift Coordinator
David Kennedy Recruitment 与一家值得信赖且知名的美国居家护理服务提供商合作，现寻求一位有条理且高度响应的调度员/服务协调员，以支持华盛顿特区地区的运营
职位：调度员/服务协调员
地点：远程办公 – 支持美国华盛顿特区
工作模式：待确认
雇佣类型：全职
工作时间：与美国运营时间一致；可能需要一些晚间和周末的工作时间
汇报对象：业主 / 运营管理团队
职责：
这是一项快节奏的电话导向型职位，负责在客户和护理人员之间协调日程，处理取消情况，解决排班问题，并确保所有约定的服务时间都得到充分覆盖。
成功候选人将定期与客户、家属、护理人员及更广泛的管理团队沟通。该职位需要良好的判断力、细致的关注以及在不断变化的优先事项中保持冷静的能力。
职责：
- 创建、管理和维护准确的客户和护理人员日程
- 根据可用性、技能、客户需求和护理连续性，将护理人员与客户匹配
- 每天进行约 60–80 次来电和外拨电话
- 快速应对病假、取消、未覆盖的班次和临时排班变更
- 联系可用的护理人员并安排替代人员
- 维护应急计划，以确保 100% 的服务时间覆盖
- 在公司软件系统中监控、记录和更新排班活动
- 解决客户、家属和护理人员提出的排班问题
- 维护准确的客户、员工和服务记录
- 向管理层传达重要的运营更新和问题
- 与客户、家属和护理人员建立专业关系
- 理解客户需求，并识别保留或增加服务时间的机会
- 保护客户的机密信息和员工信息
- 提供清晰的交接，并确保重要事项得到完成
- 在必要时支持晚间和周末的排班需求
要求：
- 至少一年在排班、人员协调、人事、运营、客户服务或类似职位的相关经验
- 英语口语和书面表达优秀
- 自信、自然且专业
查看英文原文
David Kennedy Recruitment has partnered with a reputable and established US home-care provider seeking an organised and highly responsive Scheduler / Service Coordinator to support its operations in the Washington, D.C. region.
Position: Scheduler / Service Coordinator
Location: Remote – supporting Washington, D.C., USA
Work model: To be confirmed
Employment type: Full-time
Working hours: Aligned with US operations; some evening and weekend availability may be required
Reporting to: Owner / Operations Management Team
THE ROLE:
This is a fast-paced, telephone-based position responsible for coordinating schedules between clients and Care Professionals, responding to cancellations, resolving scheduling issues and ensuring all agreed service hours remain fully covered.
The successful candidate will communicate regularly with clients, families, Care Professionals and the wider management team. The position requires excellent judgement, attention to detail and the ability to remain calm while managing constantly changing priorities.
RESPONSIBILITIES:
- Create, manage and maintain accurate client and Care Professional schedules
- Match Care Professionals with clients based on availability, skills, client requirements and continuity of care
- Make approximately 60–80 inbound and outbound calls per day
- Respond quickly to sickness, cancellations, uncovered shifts and last-minute scheduling changes
- Contact available Care Professionals and secure replacement cover
- Maintain contingency plans to support 100% coverage of scheduled service hours
- Monitor, document and update scheduling activity within the company’s software system
- Resolve scheduling concerns raised by clients, families and Care Professionals
- Maintain accurate client, employee and service records
- Communicate important operational updates and concerns to management
- Build professional relationships with clients, families and Care Professionals
- Understand client needs and identify appropriate opportunities to retain or increase service hours
- Protect confidential client and employee information
- Provide clear handovers and ensure outstanding matters are followed through to completion
- Support evening and weekend scheduling requirements when necessary
REQUIREMENTS:
- Minimum one year of relevant experience in scheduling, workforce coordination, staffing, operations, customer service or a similar role
- Excellent spoken and written English
- Confident, natural and professional telephone manner
- Comfortable working in a high-volume calling environment (circa 60-100 calls per shift)
- Strong organisational, prioritisation and problem-solving skills
- Ability to make sound decisions quickly and remain composed under pressure
- Excellent attention to detail and record-keeping ability
- Strong working knowledge of Microsoft Word, Excel and general office systems
- Ability to communicate professionally with clients, families, Care Professionals and senior management
- Willingness to work hours aligned with US business requirements
- Reliable broadband connection and a professional home-working environment if the position is confirmed as remote
HIGHLY ADVANTAGEOUS:
- Home-care, healthcare or medical scheduling experience
- Workforce-management or shift-planning experience
- Experience supporting US customers or businesses
- BPO, contact-centre or high-volume customer-service experience
- Experience using scheduling, CRM or workforce-management software
WHAT SUCCESS LOOKS LIKE:
- Scheduled service hours remain fully covered
- Cancellations and uncovered shifts are resolved quickly
- Client and Care Professional records remain accurate and current
- Clients, families and Care Professionals receive clear and professional communication
- Scheduling problems are handled calmly and effectively
- Opportunities to retain or appropriately increase service hours are identified
- Consistently high standards are maintained across a demanding daily call volume
THE OFFER:
- Opportunity to support an established US home-care operation
- Responsible and varied position with a direct impact on clients and Care Professionals
- International working environment
- Supportive relationship with the Owner and Operations Management Team
- Long-term opportunity for a dependable and high-performing professional
- And many more!!
Originally posted on Himalayas