David Kennedy Recruitment has partnered with a reputable and established US home-care provider seeking an organised and highly responsive Scheduler / Service Coordinator to support its operations in the Washington, D.C. region.
Position: Scheduler / Service Coordinator
Location: Remote – supporting Washington, D.C., USA
Work model: To be confirmed
Employment type: Full-time
Working hours: Aligned with US operations; some evening and weekend availability may be required
Reporting to: Owner / Operations Management Team
THE ROLE:
This is a fast-paced, telephone-based position responsible for coordinating schedules between clients and Care Professionals, responding to cancellations, resolving scheduling issues and ensuring all agreed service hours remain fully covered.
The successful candidate will communicate regularly with clients, families, Care Professionals and the wider management team. The position requires excellent judgement, attention to detail and the ability to remain calm while managing constantly changing priorities.
RESPONSIBILITIES:
Create, manage and maintain accurate client and Care Professional schedules

Match Care Professionals with clients based on availability, skills, client requirements and continuity of care

Make approximately 60–80 inbound and outbound calls per day

Respond quickly to sickness, cancellations, uncovered shifts and last-minute scheduling changes

Contact available Care Professionals and secure replacement cover

Maintain contingency plans to support 100% coverage of scheduled service hours

Monitor,



document and update scheduling activity within the company’s software system

Resolve scheduling concerns raised by clients, families and Care Professionals

Maintain accurate client, employee and service records

Communicate important operational updates and concerns to management

Build professional relationships with clients, families and Care Professionals

Understand client needs and identify appropriate opportunities to retain or increase service hours

Protect confidential client and employee information

Provide clear handovers and ensure outstanding matters are followed through to completion

Support evening and weekend scheduling requirements when necessary

REQUIREMENTS:
Minimum one year of relevant experience in scheduling, workforce coordination, staffing, operations, customer service or a similar role

Excellent spoken and written English

Confident, natural and professional telephone manner

Comfortable working in a high-volume calling environment (circa 60-100 calls per shift)

Strong organisational, prioritisation and problem-solving skills

Ability to make sound decisions quickly and remain composed under pressure

Excellent attention to detail and record-keeping ability





Strong working knowledge of Microsoft Word, Excel and general office systems

Ability to communicate professionally with clients, families, Care Professionals and senior management

Willingness to work hours aligned with US business requirements

Reliable broadband connection and a professional home-working environment if the position is confirmed as remote

HIGHLY ADVANTAGEOUS:
Home-care, healthcare or medical scheduling experience

Workforce-management or shift-planning experience

Experience supporting US customers or businesses

BPO, contact-centre or high-volume customer-service experience

Experience using scheduling, CRM or workforce-management software

WHAT SUCCESS LOOKS LIKE:
Scheduled service hours remain fully covered

Cancellations and uncovered shifts are resolved quickly

Client and Care Professional records remain accurate and current

Clients, families and Care Professionals receive clear and professional communication

Scheduling problems are handled calmly and effectively

Opportunities to retain or appropriately increase service hours are identified

Consistently high standards are maintained across a demanding daily call volume

THE OFFER:
Opportunity to support an established US home-care operation

Responsible and varied position with a direct impact on clients and Care Professionals

International working environment

Supportive relationship with the Owner and Operations Management Team

Long-term opportunity for a dependable and high-performing professional

📌 Scheduler / Shift Coordinator (Ciudad de México)
🏢 David Kennedy Recruitment
📍 Ciudad de México