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Join Our Mission to Deliver a Higher Standard of Home Care as a Scheduler! At BrightStar Care of Greater Waukesha & Lake Country, we believe every client deserves exceptional, consistent, compassionate care. Our Scheduler plays a mission-critical role, ensuring the right caregiver or nurse is matched to the right client at the right time. You are the heartbeat of our operation, driving client satisfaction, caregiver engagement, and schedule accuracy. If you are highly organized, calm under pressure, service-oriented, and energized by solving problems in real time, this role is for you. Scheduler Benefits * Annual salary range of $35,000 - $50,000 * Weekly pay with direct deposit * Medical, Dental, Vision, and Life Insurance * 401(k) with Employer Match (Traditional or Roth) * Paid Time Off (PTO) & Paid Holidays * Formal BrightStar Operations Training Program * Ongoing Professional Development * Supportive mission-driven leadership Scheduler Responsibilities Master Scheduling & Coordination * Answering incoming calls and assisting callers with scheduling appointments * Manage the master schedule with accuracy and urgency, aligning caregiver skills, compatibility filters, and geographic proximity * Fill open shifts quickly to maximize caregiver utilization Client & Caregiver Communication * Communicating with staff and clients to ensure accurate scheduling * Rescheduling shifts as necessary and notifying clients of any changes * Providing excellent customer service by addressing clients' inquiries and concerns * Serve as one of the primary points of contact for clients, family caregivers, and field staff * Apply the "Ask, Listen & Learn, Acknowledge/Apologize, Provide Solutions" framework when addressing concerns such as compatibility, attendance, expectations, misunderstandings, or billing questions * Maintain a positive, solutions-focused tone ("high demand, not short-staffed") and communicate consistently using proper channels Touchpoint Management & Documentation * Maintaining the confidentiality of client information and adhering to HIPAA regulations * Complete 24-hour, 7-day, 30-day, and ongoing touchpoints with clients and caregivers to ensure satisfaction and care quality per our 24/7/30 model * Enter all communication accurately into our proprietary system * Collaborate with the Director of Nursing when issues arise regarding the plan of care or client changes in condition Problem-Solving & Service Recovery * Handle issues such as caregiver tardiness, missed expectations, scheduling confusion, plan-of-care questions, and caregiver appearance concerns using the structured solutions and follow-up steps outlined in the provided resource guide * Ensure prompt resolution and proactive follow-up after the next shift or billing cycle, depending on issue type Caregiver Engagement * Partner with recruiting and onboarding teams to ensure new caregivers are placed on the schedule by the end of orientation * Maintain employee call lists and promote retention by engaging caregivers in a supportive, proactive manner * Using phone systems and computer software to manage and update appointment schedules Scheduler Requirements * 3+ years customer service * 3+ years strong computer and phone skills * High attention to detail, accountability, follow-through * Ability to manage competing priorities in a fast-paced environment * Empathy, professionalism, and the ability to remain calm under pressure * [Preferred] 1+ year medical scheduling or healthcare office experience * [Highly Preferred] LPN License. Higher starting salary if candidate holds this license Candidate must have demonstrated alignment and experience in successfully living the BrightStar Care Core Values: * Be Open and Honest: Approachable, Fun, Unflappable, Kind, Empathetic * Serve with Passion: Help First, Confident Yet Humble, For the Greater Good, Make a Real Difference * Do the Right Thing: Honest, Ethical, Tell the Truth * Do What You Say: On Time, Finish What You Start, Accountable, Take Responsibility * Make it Great: Continuous Improvement, Exceed Expectations, Bring Out the Best in Others, Detail Oriented Equal Opportunity Employer BrightStar Care is proud to be an Equal Opportunity Employer. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. BrightStar Care participates in E-Verify. Accommodation Applicants requiring accommodations during the application or interview process may email [email protected]. Job Type: Full-time Pay: $35,000 to $50,000 per year Benefits: * Medical, Dental, Vision, and Life Insurance * 401(k) * 401(k) matching * Paid time off Schedule: * 8-hour shift * Monday through Friday, 5 days a week Experience: * Customer service: 3 years (Required) * Computer skills: 3 years (Required) * Medical scheduling: 1 year (Preferred) Ability to Commute: * Pewaukee, WI 53072: Relocate before starting work [Required] License/Certification: * Driver's License [Required] * CPR Certification [Preferred] * Licensed Practical Nurse (LPN) License [Highly Preferred] Work Location: In person