Pearl is looking for a Home Care Scheduler (AP010) to serve as the operational nerve center for our home care services. You will ensure seamless client care by efficiently managing and coordinating caregiver schedules, patient appointments, and healthcare provider coordination from a remote location.
What You'll Do
- Assign caregivers to clients based on needs, skills, location, and availability, planning strategically for coverage gaps.
- Manage complex scheduling for 75+ clients and 300+ hours of weekly care delivery.
- Handle real-time scheduling adjustments for emergencies and urgent client needs.
- Coordinate schedules between patients, caregivers, and clinical teams across multiple US time zones.
- Schedule patients for clinical consultations with pharmacy partners and healthcare providers.
- Manage caregiver schedules including call-outs, no-shows, and last-minute absences to ensure continuous coverage.
- Communicate schedule changes to caregivers and clients promptly and professionally.
- Offer shift incentives for hard-to-fill assignments and optimize caregiver utilization.
- Confirm and document all appointments, reschedules, and follow-ups accurately.
- Proactively identify coverage gaps and resolve scheduling conflicts before they impact care.
- Assist with onboarding new clients into scheduling systems with clear guidance.
- Conduct high-volume outreach to physician offices via phone, email, and online fax.
- Coordinate with healthcare providers and pharmacies to secure signed Collaborative Practice Agreements (CPAs).
- Explain CPA purpose and processes to medical staff with clear, confident communication.
- Persistently follow up on unsigned agreements using standardized scripts and sequences.
- Handle inbound and outbound scheduling calls and texts from caregivers, clients, and agencies.
- Speak professionally with physicians, clinic staff, and healthcare providers.
- Coordinate between physician, pharmacist, and patient to streamline care timelines.
- Escalate unresponsive or rejecting providers to appropriate U.S. team members.
- Maintain scheduling software with accurate caregiver-client information.
- Use EMR systems and proprietary AI-enhanced platforms for scheduling coordination.
- Document all communications, updates, and status changes accurately in CRM systems.
- Track caregiver availability, backup schedules, and client preferences systematically.
- Maintain clean, up-to-date records for every provider, patient case, and scheduling transaction.
- Log all provider communications and CPA status accurately to prevent service disruptions.
- Ensure smooth handoffs across shifts maintaining 24/7 coverage continuity.
- Keep financial records updated in QuickBooks including auditing and reconciling reports.
- Manage accounts payable and verify caregiver timesheets for accurate payroll processing.
- Ensure timely invoicing and payment collection from clients.
- Prepare profit & loss statements and maintain financial documentation.
- Resolve scheduling conflicts, caregiver disputes, and coverage emergencies efficiently.
- Act as main contact for caregivers handling availability, assignments, and policy updates.
- Address client inquiries with professionalism and prompt resolution.
- Provide feedback and suggestions to improve scheduling processes and platform functionality.
- Proactively identify bottlenecks or inefficiencies in outreach and scheduling workflows.
- Recommend improvements or new SOPs to streamline operations.
- Collaborate with teammates to share learnings and best practices.
- Submit weekly activity and performance reports to operations teams.
What We're Looking For
- Must be located in Philippines, LATAM (Mexico, Colombia, Argentina, Brazil), South Africa, Kenya, or other remote regions with excellent English communication skills.
- Must be available to work US Time Zone hours, flexible with client preference (typically EST/PST business hours).
- Must have experience managing high-volume operations and complex scheduling.
- Must have professional communication skills for interacting with physicians, clinic staff, and healthcare providers.
- Must have experience with documentation and maintaining accurate records in CRM systems.
- Must have experience with financial bookkeeping and payroll processing.
Technical Stack
- Scheduling: WellSky, AxisCare, ClearCare, or similar
- Medical: EMR systems
- Coordination: Proprietary AI-enhanced platforms
- Customer Management: CRM systems
- Finance: QuickBooks
Team & Environment
This is an Independent Contractor role within the Customer Service and Client Relations department.
Work Mode
This is a fully remote, global position. Candidates must be located in the Philippines, Mexico, Colombia, Argentina, Brazil, South Africa, Kenya, or another remote region. You must be available to work US Time Zone hours.
Pearl is an equal opportunity employer.
