Remote Home Care Scheduler and Operations Support Coordinator (India)

Company: Helping Hearts USA LLC
Public Brand: Delora Care, A Helping Hearts Company
Position: Remote Home Care Scheduler and Operations Support Coordinator
Job Type: Full-time or part-time, based on the selected and agreed-upon schedule
Work Location: Fully remote within India
Company Headquarters: USA
Experience: Minimum of three years, with five years preferred
Education: Master’s degree in Healthcare Administration, Healthcare Management, Business Administration, Human Resources, Operations Management or a closely related field from a recognized university is required
Time Zone: The assigned schedule follows U.S. Central Time and adjusts between Central Daylight Time and Central Standard Time
Schedule Options: Weekdays, weekends or an approved mixed schedule
Availability: Holiday availability, emergency coverage and rotating on-call support may also be required
Compensation: Based on experience and discussed during the interview process. Payment currency, pay frequency, applicable overtime, leave, benefits and engagement terms will be provided before an offer is accepted.

Help Us Keep Care Connected and Make a Difference Every Day!

Welcome to Helping Hearts USA LLC, home of Delora Care. Every dependable client visit begins with a caring and organized professional working behind the scenes. When schedules are accurate, caregivers feel supported, clients receive consistent care, and families experience greater comfort and peace of mind.

We are excited to welcome a warm, dependable and highly organized scheduler to our growing team. This is a stable, long-term remote opportunity for someone who enjoys helping people, solving problems and keeping important details organized.

The right candidate will understand that scheduling is not simply filling open shifts. It is about building strong connections among clients, families, caregivers and the Operations team while helping ensure that every client receives the dependable support they deserve.

In addition to scheduling responsibilities, this position assists with approved care-plan updates, applicant screening, caregiver records, client coordination, reporting and other operational duties related to the clients, caregivers and communities we serve. Additional assignments may be provided by the Operations Manager or senior leadership based on current organizational needs.

Although this is a fully remote position, it is a structured professional role with established working hours, daily responsibilities, performance expectations and ongoing communication requirements.

This position is based in India and supports the daily operations of a U.S. home care agency. No relocation to the United States is required. Applicants must be legally authorized to work in India and able to work their complete assigned U.S. Central Time schedule from a private and professional remote workspace.

Position Overview

The Remote Home Care Scheduler and Operations Support Coordinator is responsible for creating, maintaining and monitoring caregiver schedules while ensuring assignments are appropriately staffed according to client needs.

The scheduler must respond promptly to call-offs, missed clock-ins, late arrivals, schedule changes, new client starts and urgent coverage needs.

This position also supports daily agency operations by assisting with applicant screening, approved care-plan updates, caregiver records, client coordination, reporting and other administrative responsibilities.

The ideal candidate is calm under pressure, communicates professionally, pays close attention to detail and can manage several priorities without losing accuracy, patience or compassion.

Available Remote Schedule Options

Applicants may apply for a weekday schedule, weekend schedule or mixed weekday and weekend schedule. Applicants must clearly identify their preferred schedule when applying and must be able to work the complete schedule they accept.

Option 1: Weekday Schedule

Monday through Friday from 4:30 PM to 11:00 PM U.S. Central Time

This schedule provides approximately 32.5 hours per week.

The corresponding India hours are generally:

• During U.S. Central Daylight Time: 3:00 AM to 9:30 AM IST on the following calendar day

• During U.S. Central Standard Time: 4:00 AM to 10:30 AM IST on the following calendar day

Option 2: Weekend Schedule

Saturday from 8:00 AM to 8:00 PM U.S. Central Time
Sunday from 8:00 AM to 9:30 PM U.S. Central Time

This schedule provides approximately 25.5 hours per week before applicable meal and rest periods.

The corresponding India hours are generally:

• Saturday during U.S. Central Daylight Time: 6:30 PM Saturday to 6:30 AM Sunday IST

• Saturday during U.S. Central Standard Time: 7:30 PM Saturday to 7:30 AM Sunday IST

• Sunday during U.S. Central Daylight Time: 6:30 PM Sunday to 8:00 AM Monday IST

• Sunday during U.S. Central Standard Time: 7:30 PM Sunday to 9:00 AM Monday IST

Option 3: Mixed Weekday and Weekend Schedule

Applicants may request a combination of weekday and weekend days. Applicants selecting this option must identify the exact days they can consistently work. The final mixed schedule will be established in writing based on the applicant’s availability and the agency’s operational needs.

Applicants seeking the complete weekday and weekend schedule may be scheduled for approximately 58 hours per week before applicable meal and rest periods.

Important Time-Zone Information

India does not change its clocks when the United States enters or leaves daylight-saving time. Therefore, the India schedule changes by one hour when U.S. Central Time changes between Central Daylight Time and Central Standard Time.

Applicants must understand that the weekday schedule occurs during early-morning hours in India and the weekend schedule includes overnight hours in India. The selected candidate must maintain reliable attendance, alertness, professionalism and responsiveness throughout all accepted working hours.

Meal periods, rest periods, overtime treatment and any premium-pay requirements will be handled according to the final employment or engagement arrangement and applicable requirements.

Because home care operates every day, scheduling and operational needs may occasionally require:

• Early-morning coverage assistance

• Evening availability

• Weekend availability

• Holiday availability

• Rotating on-call responsibilities

• Assistance during emergencies or urgent caregiver call-offs

Applicants must clearly disclose all scheduling limitations before accepting the position.

Fluent English Communication Requirement

Fluent spoken and written English is required. The selected candidate will communicate directly with U.S.-based caregivers, applicants, clients, families, community partners and management by telephone, text, email and video.

Applicants must:

• Speak English clearly, confidently and professionally during live telephone and video conversations

• Be easily understood by U.S.-based callers

• Demonstrate strong listening comprehension

• Write complete, professional sentences using accurate grammar, spelling and punctuation

• Understand spoken instructions and accurately restate important information

• Communicate calmly and respectfully during urgent, sensitive or difficult situations

• Be comfortable making and receiving a high volume of U.S.-based calls

• Successfully complete live English-speaking and written communication assessments during the interview process

Detail-Oriented and Team-Focused Expectations

This position requires exceptional attention to detail. The scheduler must carefully verify caregiver names, client names, dates, addresses, telephone numbers, shift times, time-zone conversions, care levels, qualifications, schedule changes and documentation before information is entered or communicated.

The scheduler must:

• Review work for accuracy before saving or sending it

• Recognize that small scheduling mistakes may affect client safety and continuity of care

• Follow written procedures and the latest approved management instructions

• Ask appropriate questions when information is incomplete, unclear or inconsistent

• Avoid guessing, assuming or making unauthorized changes

• Maintain complete and accurate written records in real time

• Provide complete handoffs to the next Operations team member

The selected candidate must also be a dependable team player who communicates openly, accepts coaching, supports shared responsibilities and works collaboratively with the Operations team.

The scheduler must promptly respond to management messages, report unresolved concerns and continue working with the team until scheduling and operational issues are resolved or properly escalated.

Primary Scheduling Responsibilities

Caregiver and Client Scheduling

The scheduler will:

• Create and maintain accurate client and caregiver schedules

• Assign caregivers according to their experience, availability, location and the client’s care requirements

• Match caregivers with clients based on skills, transportation, personality, client preferences and assignment compatibility

• Schedule new client starts and temporary assignments

• Maintain recurring schedules

• Review schedules for open shifts and potential coverage gaps

• Verify that caregivers are not scheduled for overlapping assignments

• Monitor weekly hours and identify potential overtime

• Obtain approval before creating unauthorized overtime

• Update approved schedule changes in WellSky immediately

• Confirm that schedule changes are communicated to all appropriate individuals

• Maintain accurate records of caregiver availability and scheduling restrictions

• Review upcoming schedules in advance to identify possible concerns

• Support continuity of care by limiting unnecessary caregiver changes whenever possible

Shift Confirmations

The scheduler will:

• Confirm caregiver assignments according to company procedures

• Monitor caregiver responses to shift confirmations

• Follow up with caregivers who do not respond

• Confirm that coverage is secure before the scheduled shift begins

• Escalate unconfirmed or at-risk shifts to the Operations team

• Maintain accurate records of confirmations and communications

• Verify that caregivers understand the client’s location, scheduled hours and required care level before accepting an assignment

• Never assume a shift is covered until the caregiver has clearly confirmed it

Call-Offs and Urgent Coverage

The scheduler must be prepared to:

• Respond promptly to caregiver call-offs

• Gather the necessary information and document the call-off

• Begin searching for qualified replacement coverage immediately

• Contact available caregivers professionally and efficiently

• Confirm that replacement caregivers understand the client’s location, schedule and required care level

• Notify the Operations team when coverage is not immediately available

• Continue working through the approved caregiver list until coverage is secured or the situation is properly escalated

• Document all attempted contacts, responses and final outcomes

• Communicate coverage changes to authorized individuals

• Never leave an urgent coverage concern unaddressed or undocumented

Attendance and Electronic Visit Verification Monitoring

The scheduler will monitor:

• Missed clock-ins

• Late arrivals

• Early clock-outs

• Missed clock-outs

• Caregivers clocking in outside the approved client location

• Unconfirmed shifts

• Schedule conflicts

• Potential no-call, no-show incidents

• Caregivers leaving before relief arrives

• Unapproved schedule extensions

• Potential overtime

• Incomplete or unusual electronic visit verification records

Attendance concerns must be communicated to the Operations team promptly and documented accurately.

Operations Support Responsibilities

This position includes operational responsibilities beyond scheduling. Duties will be assigned by the Operations Manager or authorized senior leadership according to current agency needs.

Care-Plan Updates and Client Records

The scheduler may assist with:

• Entering approved care-plan updates into WellSky or other company systems

• Updating client schedules after approved changes

• Ensuring caregivers receive updated care instructions

• Confirming that outdated care information is replaced with the current approved version

• Reviewing client records for missing or incomplete information

• Uploading authorized documents to client files

• Maintaining organized and accurate electronic records

• Distributing approved client instructions to assigned caregivers

• Tracking caregiver acknowledgment of important care-plan changes

• Notifying the Operations Manager when care-plan information appears unclear or inconsistent

• Assisting with routine client-file reviews and internal audits

The scheduler may only enter or communicate care-plan changes that have been reviewed and approved by the Operations Manager or other authorized leadership. The scheduler must not independently create clinical instructions or change a client’s authorized services.

Applicant Screening and Recruiting Support

The scheduler may assist with the initial screening of caregiver and administrative applicants.

Responsibilities may include:

• Reviewing employment applications and resumes

• Contacting applicants for initial pre-screening

• Confirming availability and preferred work locations

• Asking approved pre-screening questions

• Reviewing relevant caregiving or administrative experience

• Confirming transportation and scheduling requirements

• Identifying experience with personal care, dementia care, transfers, Hoyer lifts and other client-specific needs

• Confirming that applicants understand required documentation

• Scheduling interviews with authorized managers

• Sending interview reminders and instructions

• Updating applicant records in Apploi or other approved systems

• Following up with applicants regarding missing information

• Documenting applicant communications accurately

• Forwarding qualified applicants to the appropriate manager

• Notifying leadership of urgent staffing candidates who may match an open client assignment

The scheduler may support the screening process but must not make final hiring, compensation or employment decisions unless specifically authorized by senior leadership.

Client and Caregiver Coordination

The scheduler may assist with:

• Gathering updated caregiver availability

• Confirming caregiver qualifications for specific assignments

• Coordinating new caregiver introductions

• Supporting new client starts

• Assisting with first-shift communication

• Sending approved reminders and instructions

• Following up regarding missing documentation

• Coordinating assignment-specific training

• Tracking completion of required training

• Helping caregivers access scheduling and communication systems

• Escalating caregiver concerns to the appropriate manager

• Supporting continuity of care during schedule changes

Client and Community Support

Additional assignments may relate to the clients and communities Helping Hearts serves.

These responsibilities may include:

• Assisting with approved client follow-up calls

• Gathering non-clinical client satisfaction information

• Supporting community events and outreach activities

• Preparing approved informational materials

• Maintaining lists of community resources and referral contacts

• Supporting communication with senior-living communities and approved partners

• Assisting with service-area research

• Organizing client, caregiver and community contact information

• Supporting new-market or service-area preparations

• Assisting with approved referral tracking

• Helping coordinate community meetings or virtual events

• Completing administrative follow-up related to client and community needs

General Operations Assignments

Additional operational duties may include:

• Preparing scheduling and staffing reports

• Reviewing records for missing documentation

• Assisting with attendance tracking

• Updating employee availability

• Organizing electronic files

• Completing data entry

• Assisting with internal audits

• Preparing approved forms and checklists

• Tracking outstanding tasks

• Participating in Operations meetings

• Completing required training

• Supporting payroll-hour reviews by identifying scheduling or clocking discrepancies

• Assisting with onboarding coordination

• Following up on missing caregiver documents

• Supporting client-service projects

• Completing other reasonable duties assigned by the Operations Manager or senior leadership

Operational assignments may change according to client needs, staffing levels, agency growth, compliance requirements and the needs of the communities Helping Hearts serves.

Communication Responsibilities

Caregiver Communication

The scheduler must:

• Communicate clearly, respectfully and professionally

• Provide complete shift details before a caregiver accepts an assignment

• Avoid making promises that have not been approved

• Respond to scheduling questions promptly

• Maintain professional boundaries with caregivers

• Avoid arguments or emotional exchanges

• Direct payroll, disciplinary, clinical and management concerns to the appropriate department

• Never share confidential client or employee information with unauthorized individuals

• Keep communication organized across telephone, text, email and company systems

• Document important scheduling conversations

• Remain patient and respectful during difficult situations

Client and Family Communication

When authorized, the scheduler may:

• Communicate approved schedule information to clients and families

• Notify clients of caregiver changes

• Confirm requested service hours

• Gather scheduling preferences

• Respond professionally to scheduling concerns

• Document client and family communications

• Escalate complaints, care concerns and service-quality issues to the Operations team

• Follow up on approved non-clinical requests

The scheduler must not discuss employee pay, disciplinary matters, private employee information or other confidential subjects with clients or families.

New Client Starts

The scheduler may assist with:

• Reviewing requested service hours

• Identifying qualified caregivers

• Confirming caregiver availability

• Building the initial client schedule

• Communicating assignment expectations

• Coordinating orientation or assignment-specific training

• Confirming that caregivers have received the approved care plan

• Monitoring the first scheduled shifts

• Reporting coverage concerns before service begins

• Helping maintain continuity of care during the beginning of service

• Supporting approved follow-up after the first shift

Documentation and Reporting

The scheduler must accurately document:

• Shift confirmations

• Call-offs

• Coverage attempts

• Late arrivals

• Missed clock-ins

• Early departures

• Schedule changes

• Caregiver availability

• Client schedule requests

• Assignment refusals

• Caregiver cancellations

• Uncovered shifts

• Overtime concerns

• Management escalations

• Final coverage outcomes

• Applicant pre-screening results

• Interview appointments

• Care-plan update notifications

• Assigned operational tasks

• Client and caregiver follow-up

• Important communications

Documentation must be clear, factual, professional and completed in real time.

Systems and Technology

The scheduler must be comfortable learning and using scheduling, communication, applicant-tracking and administrative systems.

Experience with the following is preferred:

• WellSky Personal Care

• Electronic visit verification systems

• Apploi or another applicant-tracking system

• Quo, formerly OpenPhone, or a similar business telephone system

• AlayaCare, Care RITE or another approved care-management system

• Microsoft Office

• Google Workspace

• Email and calendar platforms

• Online scheduling systems

• Caregiver-management systems

• Team communication platforms

Applicants who have not used WellSky or Apploi must be able to learn new software quickly and accurately.

Remote Work Expectations

This is a remote position, but it is not an unrestricted or work-at-your-own-pace role.

The selected applicant must:

• Work the complete assigned schedule

• Be signed in, available and responsive throughout working hours

• Maintain a quiet, professional and distraction-free workspace

• Have stable, high-speed internet service

• Maintain reliable telephone service

• Have a dependable computer capable of operating all required company systems

• Have a professional noise-canceling headset with a clear microphone

• Have a working webcam for interviews, meetings and training

• Be able to participate in video meetings

• Remain reachable through required company communication systems

• Protect all client, caregiver and applicant information

• Avoid working another job during assigned Helping Hearts hours

• Avoid personal errands, appointments and unrelated activities during scheduled working hours

• Have a backup plan for internet or power interruptions

• Maintain backup internet access, such as a reliable mobile hotspot

• Maintain a reasonable backup-power plan for local electrical outages

• Complete an internet-speed test and remote-workspace verification when requested

• Immediately report technical problems that interfere with work

• Attend required virtual meetings and training

• Meet all productivity, accuracy and response-time expectations

• Maintain a professional background and appearance during video meetings

• Keep all company information secure and inaccessible to household members and other unauthorized individuals

Remote team members are expected to maintain the same professionalism, availability and accountability required in an office setting.

The company will explain during the hiring process whether equipment is provided or whether the selected candidate must supply approved equipment that meets company security and performance requirements.

Confidentiality, Privacy and Information Security

This position may provide access to confidential client, caregiver, applicant and company information. The selected candidate must complete all required confidentiality, privacy and information-security training and follow all company policies governing U.S. and India-based data handling.

The selected candidate must:

• Access confidential information only when necessary to complete assigned duties

• Use only company-approved accounts, systems and communication methods

• Maintain unique passwords and multi-factor authentication

• Never share usernames, passwords or verification codes

• Never allow household members or other unauthorized individuals to view company information

• Lock the computer screen whenever stepping away from the workspace

• Never download client, caregiver or applicant information to an unauthorized personal device

• Never send company information through a personal email address or unauthorized messaging application

• Never photograph, screen-record, print or copy confidential information without written authorization

• Never enter confidential company, client, caregiver or applicant information into an unauthorized artificial-intelligence tool or outside service

• Immediately report suspected privacy, security or confidentiality incidents

• Return or permanently delete company information as directed at the end of the working relationship

Required Qualifications

Applicants must:

• Be at least 18 years old

• Possess a Senior Secondary, Class 12, high school diploma, GED or equivalent qualification

• Have at least three years of professional scheduling, staffing, dispatching, healthcare coordination or related administrative experience, with five years preferred

• Demonstrate excellent organization and time-management skills

• Be fluent in spoken and written English

• Communicate clearly, confidently and professionally by telephone, text, email and video

• Demonstrate strong English grammar, spelling, listening comprehension and complete-sentence writing skills

• Remain calm and solution-focused during urgent situations

• Manage multiple schedules, assignments and priorities simultaneously

• Pay close attention to names, dates, locations, hours and assignment details

• Accurately convert and track U.S. Central Time and India Standard Time

• Maintain confidentiality

• Make decisions within established policies and authorization limits

• Escalate concerns appropriately

• Accept coaching and follow established procedures

• Work collaboratively as a dependable and respectful team player

• Provide accurate handoffs and promptly communicate unresolved concerns

• Work independently without constant supervision

• Maintain reliable attendance and punctuality

• Demonstrate strong computer and data-entry skills

• Learn new systems and procedures quickly

• Maintain accurate documentation

• Be dependable, self-motivated and accountable

• Be willing to assist with applicant screening, approved care-plan updates and other operational responsibilities

• Be flexible and willing to support the changing needs of a growing organization

A bachelor’s degree and home care, healthcare or caregiver-scheduling experience are preferred but not required.

Preferred Experience

Preference may be given to applicants with experience in:

• Non-medical home care

• Private-duty care

• Healthcare staffing

• Caregiver scheduling

• Client-service coordination

• Applicant screening

• Care-plan or client-record updates

• Electronic visit verification

• WellSky Personal Care

• Apploi or another applicant-tracking system

• High-volume scheduling

• After-hours or on-call staffing

• Call-off and emergency coverage

• Employee attendance tracking

• Customer service

• Conflict resolution

• Administrative operations

• Community outreach or service coordination

What Success Looks Like

A successful Helping Hearts scheduler:

• Maintains accurate and organized schedules

• Identifies coverage concerns before they become emergencies

• Responds promptly to call-offs and missed clock-ins

• Communicates schedule changes clearly

• Matches caregivers appropriately with clients

• Documents all scheduling and operational actions

• Protects client, caregiver and applicant confidentiality

• Reduces uncovered shifts and unnecessary overtime

• Supports continuity of care

• Completes applicant screening and follow-up accurately

• Enters approved care-plan updates promptly

• Completes assigned operational responsibilities on time

• Remains calm, respectful and professional under pressure

• Follows through until concerns are resolved or properly escalated

• Supports the mission, clients and communities served by Helping Hearts

Interview and Skills Assessment Process

Qualified applicants may be asked to complete:

• A live English telephone and video assessment

• A written English communication assessment

• A sample caregiver text-message or email exercise

• A scheduling accuracy and attention-to-detail exercise

• A time-zone conversion exercise using Central Time and India Standard Time

• A mock caregiver call-off and urgent-coverage scenario

• A computer, headset, webcam and internet-speed verification

• A remote-workspace verification

• Employment, education, identity, background and professional-reference verification, where legally permitted

The assessment process is intended to confirm that the applicant can communicate professionally, work accurately, manage urgent situations and perform successfully in a fully remote U.S. home care operations environment.

Background, Employment and Engagement Requirements

Applicants must be prepared to:

• Complete a comprehensive background check, where legally permitted

• Complete a drug screening when applicable

• Provide a complete five-year employment history

• Provide five professional references

• Provide proof of Senior Secondary, Class 12, high school completion, GED or equivalent

• Provide acceptable proof of identity and legal authorization to work in India

• Complete all required employment or engagement, payroll, payment and tax documentation applicable to the final working arrangement

• Sign required confidentiality, remote-work and information-security agreements

• Complete company orientation and required training

All offers are contingent upon satisfactory completion of required screenings, reference checks, employment verification and onboarding requirements.

The final employment or engagement structure, including whether the selected candidate is hired through an India-based employment arrangement or another legally compliant working arrangement, will be explained before an offer is accepted.

Why Join Helping Hearts?

At Helping Hearts USA LLC, scheduling and operations are about more than administrative tasks. They are about ensuring clients receive dependable care, caregivers receive clear support and families know that someone is paying attention.

We offer:

• A stable, long-term remote opportunity with weekday, weekend and mixed scheduling options

• A welcoming and team-focused work environment

• Training on company systems and procedures

• Opportunities for professional growth

• Experience across scheduling, recruiting and operations

• The opportunity to support caregivers, clients and families

• Meaningful work that directly affects continuity of care

• The chance to serve and strengthen the communities we support

• The opportunity to grow with an expanding organization

How to Apply

Submit your resume along with a brief description of your scheduling, staffing, home care, recruiting or healthcare experience.

Please include:

• Your scheduling experience

• The scheduling systems you have used

• Your availability in the U.S. Central Time Zone

• Your selected schedule: weekday, weekend or mixed weekday and weekend

• The exact days you can consistently work if selecting a mixed schedule

• Confirmation that you understand the weekday hours are Monday through Friday from 4:30 PM to 11:00 PM Central Time

• Confirmation that you understand the Saturday hours are 8:00 AM to 8:00 PM Central Time

• Confirmation that you understand the Sunday hours are 8:00 AM to 9:30 PM Central Time

• Confirmation that you can work the complete schedule you select

• Confirmation that you understand the corresponding early-morning and overnight working hours in India

• Your experience handling urgent caregiver call-offs

• Your experience with WellSky Personal Care, AlayaCare, Care RITE, Quo, formerly OpenPhone, or electronic visit verification systems

• Your applicant-screening or recruiting experience

• Your experience updating care plans or client records

• Your remote-work experience

• Confirmation that you have stable internet and a professional workspace

• Confirmation that you have a dependable computer, professional headset, webcam, backup internet and a backup-power plan

• Confirmation that you are fluent in spoken and written English

International applicants should apply through this job posting and submit all requested information.

Helping Hearts USA LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.

Join Helping Hearts and Help Us Keep Every Client Covered, Every Caregiver Supported and Every Schedule Connected!

Company Headquarters: USA