Scheduling Manager

3 weeks ago

Surrey, Canada Comfort Keepers Full time

AIM OF THE JOB: The Scheduling Manager in conjunction with the scheduling team, is responsible for managing the client experience from their first visit through the continuity of their care. The role of the HSC begins in the office, where you will assist in developing and monitoring ongoing caregiver and client relationships through the proactive management of the client schedule.

The Scheduling Manager will liaise with the Client care team with on-boarding customers. The Scheduling Manager will also oversee the Schedule support in selecting and distributing work among our caregiver staff based on skills, performance, and the overall needs of the client. In addition, the HSC will facilitate communication between the caregiver and the client through the Support Schedulers, ensuring that all client needs are met through the delivery of quality care, as well as identifying and resolving potential client issues that may arise.

The Scheduling Manager will work to ensure that the office has adequate staffing levels and availability to service potential clients through liaison with HR. The Scheduling Manager will also assist with caregiver review by providing feedback on caregiver performance to HR.

DIMENSIONS:
The Scheduling Manager:

- Drives client care delivery and referral source satisfaction by monitoring customer satisfaction and quality of client care
- Maintains a professional and respectful work environment consistent with Comfort Keepers’ expectations
- Directs caregiver schedules and follows up after caregivers are assigned to a client. This communication is for both new caregivers and existing caregivers, receiving new assignments
- over sees scheduling team

The most difficult challenges of the position include:

- Ensuring a premium or high value experience for everyone - client, client family members, and caregivers despite the challenging nature of varying situations.
- Managing unique and complex situations, such as, last minute shift changes, employee call-offs, and first level handling of employee and client complaints
- Supporting a growing, diverse, and dynamic network of caregivers.
- supporting the scheduling team and being first point of contact for scheduling issues

MAIN ASSIGNMENTS
- Maintain assigned scheduling duties
- Managing schedulers to ensure all scheduling is complete with no scheduling conflicts.
- Through managing schedulers:

- ensure overtime targets are met,
- ensure claims are done,
- new hires are assigned caregiving shifts
- Follow up with new hires on the 90 day retention program.
- provide support for scheduler enquires
- Mange communication with caregivers and clients regarding scheduling needs and quality
- Liaison with client care for on-boarding new clients
- Liaise with HR to ensure staffing needs are met
- Manages and participates in the on-call schedule
- Fair Practices: Ensure all scheduling practices of company are conducted in legal, fair, and objective processes.
- Caregiver accountability - consistently hold caregivers accountable to company policies regarding time, attendance, and scheduling.
- Client Retention/Client Hours Retention: Conduct scheduling practices in such a way as to ensure client satisfaction and make every attempt to retain client hours

ACCOUNTABILITIES
- maintain KPI in acceptable range
- successfully manage Scheduling team
- Timely feedback on trends, challenges, performance

**Job Types**: Full-time, Permanent

**Salary**: From $60,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Surrey, BC V3Z 0R7: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- scheduling: 3 years (required)
- Administrative experience: 2 years (preferred)

**Language**:

- Mandarin (preferred)

Shift availability:

- Day Shift (preferred)

Work Location: In person

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