Job Description
ISTA Personnel Solutions is a dynamic and fast-growing BPO specialising in providing skilled South African talent to work remotely for businesses across the United States.
We are currently recruiting on behalf of a respected US healthcare company that provides homecare nursing services, and who are seeking a Scheduling Support Coordinator.
This is a fast-paced coordination role where you will be responsible for matching caregivers with clients based on their individual care needs, availability and requirements, while managing ongoing schedule changes and ensuring that every client receives the support they need.
You will be required to work across multiple systems and communication channels simultaneously, handling calls, messages, emails and scheduling changes throughout the day. We are looking for someone who thrives in a busy environment, can juggle multiple priorities and isn’t afraid to get stuck in and find a solution.
PLEASE NOTE
- Working Hours: Monday – Friday | 14:30pm - 23:30pm South African time (subject to change with daylight savings in the US).
- Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
- Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
- Work Environment: Fully remote
Key Responsibilities:
- Coordinate and schedule caregivers to ensure clients receive the appropriate care based on their individual needs and preferences.
- Match caregivers to clients by considering availability, skills, personality fit and location.
- Manage multiple priorities simultaneously while working across various systems, including scheduling software, telephone calls, WhatsApp and email.
- Respond promptly to client and caregiver queries while maintaining a high level of customer service.
- Communicate schedule changes efficiently to clients, caregivers and the internal team.
- Proactively resolve scheduling conflicts, cancellations and last-minute changes with minimal disruption to service delivery.
- Monitor daily schedules to ensure all client visits are covered and escalate potential gaps where necessary.
- Build positive relationships with clients and caregivers through professional, empathetic and effective communication.
- Work collaboratively with the wider scheduling team, assisting colleagues during busy periods and contributing to overall team success.
- Maintain accurate records and ensure all scheduling information is updated in real time.
- Prioritise urgent matters while maintaining accuracy in a fast-paced environment.
- Demonstrate initiative, resilience and persistence when resolving scheduling challenges.
- Identify problems early and communicate proactively with management when support is required.
Essential Skills:
- Excellent customer service skills.
- Strong verbal and written English communication.
- Exceptional organisational and multitasking ability.
- Comfortable working across multiple computer systems simultaneously.
- Ability to remain calm and organised in a fast-paced environment.
- Strong problem-solving skills.
- Ability to work independently while contributing to a team.
- High attention to detail.
- Confident using Microsoft Office and computer systems.
If you are not contacted within 14 working days, please consider your application unsuccessful.
