Scheduling Operations Associate (Part-Time Contract)

About Reverence:

Reverence is a technology company solving one of the hardest problems in healthcare – how to get the right people, in the right place, at the right time – in support of top-quality home-based care.

We provide technology and services that enable healthcare provider groups to significantly improve staffing operations.

Our mission-driven team brings significant front-line experience driving excellence in home-based care and improving workforce operations – one of the gnarliest (and most interesting!) business challenges facing healthcare organizations.

About the Role:

The scheduling operations associate will work with home health care agencies and long-term care facilities to fill caregiver shifts and ensure that patients receive the assistance they need. The associate will coordinate with caregivers and customers to handle situations such as filling shifts with short notice (due to a call out), no shows, or lateness. The role requires working across multiple technology systems to ensure accurate record keeping, as well as working directly with caregivers and clients, so comfort with technology, a positive attitude, a friendly demeanor and willingness to problem-solve will be important in this role. We are looking for several people to fill part-time contract roles (approximately 20 hours per week) within the following open hours: 6 am- 2:30 am Eastern time (Saturday-Sunday); 6 am-9 am Eastern time (Monday-Friday); 9 am-5 pm Eastern time (Monday-Friday); 5 pm-2:30 am Eastern time (Monday-Friday). We are prioritizing hiring people with availability 6 am-9 am Monday-Friday, 1 pm-5 pm Monday-Friday, and Saturday and Sunday availability. Saturday and Sunday shifts are between 4 and 8 hours. This is a fully remote 6-month contract role.

What you’ll do:

• Interact directly with clients, caregivers and patients to handle client related matters including: staffing scenarios and attendance issues (no shows, lateness); schedule changes to ensure patient/caregiver coverage; customer service complaints

• Use technology to assign clients to the appropriate clinicians

• Use a ZenDesk ticketing system to track ongoing cases and communication

• Communicate with caregivers and patients regarding any updates or changes to their schedule

• Utilize technology across multiple software systems (Google workspace and proprietary systems) to ensure the best service for all

• Handle Patient Health Information (PHI)

We are looking for:

• Some customer service experience - Be friendly, positive and solutions-oriented

• Highly organized with attention to detail (i.e., able to follow clearly defined procedures)

• Ability to quickly work in multiple technology platforms simultaneously

• Proactive problem solver and able to handle difficult situations or customers as they arise

• Effective communication skills with clients, patients, caregivers and families

• Previous experience as a health care scheduler (or other industry front-line scheduling) is a plus

• 1-2 years customer service, hospitality or retail experience preferred

• Fluency in Spanish is a plus