Homebridge believes that quality care comes from skilled and supported caregivers. As California's largest employer-trainer of caregivers and the State's largest IHSS agency provider, Homebridge operates multiple programs that benefit caregivers and their clients across the State.

In San Francisco, Homebridge provides nearly 1/2 million hours of in-home care to more than 1,000 complexly-diagnosed IHSS MediCAL beneficiaries each year, with a staff of more than 300 caregivers.

We are passionate about creating impact in the lives of those we serve.

Position Summary

Under the direction of the Manager of Support and Scheduling, the Scheduling and Support Specialist ensures the uninterrupted delivery of services to the communities most vulnerable adults requiring homecare services to live independently. This role combines scheduling duties with community support, responding to calls from Home Care Providers (HCP) and clients, ensuring timely resolution of issues, and fully documenting and reports or concerns. The Specialist matches Home Care Providers to clients, manages schedules, and provides urgent support when necessary.

Essential Job Functions

Scheduling Duties

• Schedule approximately 4,000 hours of HCP visits to clients monthly.
• Assign HCPs based on Client Care Plans, ensuring maximum client service hours and consistent work hours for HCPs.
• Match, schedule, and dispatch HCPs to clients' homes on both permanent and emergency bases.
• Create, maintain, and monitor client/HCP schedules using scheduling software, minimizing travel time and gaps in schedules.
• Ensure high-risk clients are served within 2 hours and other clients within 4 hours.
• Inform clients of schedule changes and rescheduled visits.
• Collaborate with Care Supervisors on scheduling issues and client care needs.
• Input data into Medsys, tracking HCP attendance, tardiness, complaints, and potential fraud.
• Monitor and report on overtime and under-utilization of HCP time.
• Ensure full-time HCPs are working at least 35 hours a week.
  
  

Support Duties

• Respond to calls from HCPs and clients, providing real-time support and resolving issues during the call.
• Document all interactions and actions taken in Medsys.
• Perform temporary adjustments to scheduled visits due to client vacation, illness, or other disruptions.
• Ensure HCPs with proper training are scheduled for clients requiring specialized care.
• Comply with Lockout Reassignment Policy for clients who are not home or refusing service.
• Receive and follow up on client complaints, informing Care Supervisors as necessary.
• De-escalate HCPs and clients in crisis using principles of Motivational Care Management and PHI Coach Approach.
• Perform administrative duties such as data entry, monitoring reports, and supporting department staff.
  
  

Team Member Duties

• Share lockout phone duties to support Homebridge services, including emergency scheduling and handling client emergencies.
• Write clear Dated Notes in the database contemporaneously with events.
• Follow correct distribution for Dated Notes to ensure full notifications.
• Report known or suspected abuse of dependent adults or elders as a mandated reporter under California law.
  
  

Knowledge, Skills, and Abilities

• Commitment to Mission: Demonstrates integrity, credibility, and a dedicated commitment to Homebridge's mission, with a passion for supporting the agency's goals and objectives.
• Proficiency in Software: Proficient in Microsoft Office Suite and proprietary software, with a quick learning ability for new programs.
• Flexibility and Team Support: Willing to contribute at various levels to ensure the successful functioning of the agency, showing flexibility and a team-oriented approach to all tasks.
• Communication: Strong communication skills, both orally and in writing.
• Problem-solving Capabilities: Ability to demonstrate proficiency balancing work in a fast-paced, client-driven environment.
• Language Capabilities: Bilingualism may be required.
  
  

Education and Experience

College graduate preferred, although we welcome candidates with 2-3 years of experience handling complicated logistical matters related to service delivery and customer service.

Work Environment

This position is hybrid-remote and primarily sedentary, working at a desk in a temperature-controlled office, in modular office space or an individual office. The noise level in the work environment is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to talk or hear. The employee is frequently required to sit for extended periods of time at a desk or computer workstation. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel or crouch. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

San Francisco Pay Range

$29.16—$31.33 USD

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Homebridge is an equal opportunity, affirmative action employer committed to maintaining a non-discriminatory, diverse work environment.