Rostering and Scheduling Specialist

Discover your 100% YOU with MicroSourcing!
Position: Rostering and Scheduling Specialist
Location: Metro Manila
Work setup & shift: Remote | Day Shift
Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

• Career Growth: Take advantage of opportunities for continuous learning and career advancement.

• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

What You'll Do:
1. Client & Family Relationship Management

• Build and maintain strong, professional relationships with clients and their families by understanding individual care needs, preferences, routines, cultural considerations, and service expectations.

• Act as a key point of contact for rostering-related enquiries, providing clear, timely, and compassionate communication to clients and authorised family members.

• Proactively capture client feedback relating to service continuity, worker suitability, timing, and quality of care, ensuring concerns are acknowledged and addressed promptly.

• Ensure clients are informed of their service schedules in advance and understand any changes that may affect their care delivery.

2. Rostering, Scheduling & Workforce Coordination

• Develop, manage, and maintain accurate rosters for Support at Home clients to ensure uninterrupted service delivery in accordance with care plans, funding guidelines, and client preferences.

• Coordinate care delivery across care workers, nurses, and allied health practitioners, ensuring the right personnel with appropriate skills, qualifications, and clearances are allocated to each service.

• Manage short-notice changes including unplanned absences, cancellations, and urgent client requests, arranging suitable replacement staff to minimise disruption.

• Inform clients and families of any roster changes, including staff substitutions, time changes, or cancellations, in a timely and respectful manner.

• Maintain up-to-date availability calendars for all care personnel, ensuring accuracy of availability, leave, and shift preferences.

• Optimise rostering efficiency by balancing continuity of care, workforce availability, travel considerations, and service demand.

3. Liaison & Internal Communication

• Act as a central liaison between clients, Care Partners (Care Managers), care workers, nursing staff, allied health practitioners, and internal support teams.

• Communicate client needs, preferences, and feedback to Care Partners and relevant senior staff to support informed care planning and service improvements.

• Escalate risks, service issues, or repeated rostering challenges to Care Partners or management in a timely and appropriate manner.

• Support collaborative problem-solving across teams to ensure high-quality, client-centred service delivery.

4. Compliance, Documentation & Records Management

• Assist with maintaining accurate and compliant client and personnel records, ensuring documentation aligns with organisational policies and Support at Home requirements.

• Ensure rosters reflect approved services, care plans, and funding arrangements.

• Support compliance with workforce requirements, including qualifications, mandatory training, clearances, and credential validity.

• Accurately record all scheduling changes, communications, and service delivery updates within the organisation's client management systems.

5. Reporting & Administrative Support

• Prepare and contribute to weekly rostering and workforce reports, including service coverage, utilisation, unfilled shifts, cancellations, and workforce capacity metrics.

• Assist with correspondence, reporting, and data entry related to rostering, service delivery, and workforce coordination.

• Identify recurring rostering issues or trends and contribute to continuous improvement initiatives.

• Provide general administrative support as required to ensure smooth day-to-day operations of the service delivery team.

6. Knowledge & Client Support

• Develop and maintain a strong understanding of the services delivered, Support at Home funding arrangements, and organisational processes.

• Provide clients and families with accurate, clear, and appropriate information about services, scheduling processes, and who to contact for different types of enquiries.

• Support a client-centred, respectful, and professional approach in all interactions, ensuring privacy, dignity, and confidentiality at all times.

7. Other Responsibilities

• Perform other administrative and operational duties as required to support service continuity and organisational objectives.

• Contribute to a positive team culture by demonstrating professionalism, accountability, and a commitment to quality care outcomes.

What You'll Need:
· Client management experience and demonstrated ability to manage adversity effectively is a must
· Sound understanding of personnel scheduling and rostering tasks in a dynamic environment.
· At least 2 to 3 years of CRM experience in any industry (preferably health care dealing with elderly clients, etc.)
· Email management skills
· Exceptional communication both verbal and written
· Ideally familiar with handling CRM
· Experience working as a healthcare and disability service provider would be an advantage
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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

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Originally posted on Himalayas