Service Coordination Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee caregiver schedules for a designated geographical area, prioritizing upcoming shifts and urgent same-day coverage.

• Pair caregivers with clients based on their availability, suitability, location, and specific care needs.

• Address cancellations and call-outs, sourcing replacements to minimize disruptions in service.

• Keep a roster of backup caregiver options and monitor schedules for any potential coverage gaps.

• Communicate effectively with clients, families, and caregivers regarding appointments, delays, schedule adjustments, and service issues.

• Follow up on caregiver confirmations, attendance, and reliability concerns, escalating issues when necessary.

• Foster positive relationships with clients and families while ensuring professional accountability to caregivers.

• Maintain precise records of schedules, communications, shift confirmations, and outcomes across various systems.

• Collaborate with colleagues to coordinate coverage, share updates, and avoid duplicated efforts.

• Prioritize urgent matters and escalate staffing challenges when additional assistance is needed.

⛳️ Requirements

• Experience in scheduling, dispatch, workforce coordination, administration, customer service, or a related field.

• Exceptional verbal and written communication skills in English.

• Strong organizational and multitasking capabilities.

• Proficiency in using multiple computer systems and communication channels concurrently.

• Excellent problem-solving skills and the ability to perform well under pressure.

• Professional and empathetic communication style, with confidence in managing difficult conversations.

• Emotional resilience and the ability to adapt to changing priorities.

• High attention to detail and precise record-keeping skills.

• Capability to work independently while also contributing effectively to a team environment.

• A fixed fibre line with a minimum speed of 25 Mbps for both upload and download, along with wired Ethernet capability.

• Reliable backup power for load shedding or outages.

• Availability to work Monday–Friday, from 8:30 AM to 5:00 PM EST / 2:30 PM to 11:00 PM South African time.

• Willingness to work on South African and U.S. public holidays.

🏝️ Benefits

• Compensation for South African public holidays in accordance with the BCEA.

• Fully remote work environment.