Scheduling Operations Weekend Supervisor (Part-Time Contract) (Remote)
About Reverence: Reverence is a technology company solving one of the hardest problems in healthcare how to get the right people, in the right place, at the right time in support of top-quality home-based care. We provide technology and services that enable healthcare provider groups to significantly improve staffing operations. Our mission-driven team brings significant front-line experience driving excellence in home-based care and improving workforce operations one of the gnarliest (and most interesting!) business challenges facing healthcare organizations. About the Role: As a Weekend Supervisor, you will supervise a team of Scheduling Operations Associates (SOAs) during specific weekend shifts to ensure effective scheduling for home health care agencies and long-term care facilities. This role involves overseeing the team in a fast-paced, high-volume customer service environment to address real-time issues while also monitoring their performance to ensure they meet quality standards and productivity goals. You will support caregivers and agencies in filling shifts on short notice due to call-outs, no-shows, or lateness. Coordination across multiple technology systems will be key to achieving success in this role. We expect weekend supervisors to work 8-hour shifts on Saturday and Sunday within the hours of 6 am-2:30 am Eastern time. There would also be the opportunity to work additional hours during weekday evenings within the hours of 5 pm-2:30 am Eastern time (Monday-Friday), but working weekday evenings is not required for the role. This is a fully remote, 6-month contract role. Key Responsibilities:
- Oversee a fast-paced, high-volume ticket queue, flag urgent and high-priority items, and assign them to the appropriate team members.
- Monitor team performance, coach SOAs, and ensure adherence to quality standards.
- Handle escalations from clients and caregivers, ensuring timely resolutions.
- Support caregivers and agencies in filling shifts on short notice, addressing real-time issues.
- Utilize multiple software systems (including ZenDesk, Wellsky, AxisCare, and Google Workspace) to track cases and communicate effectively.
- Prepare handoff reports for end-of-shift transitions.
Qualifications:
- Experience supervising a customer service team and monitoring performance trends.
- Experience working in a high-volume environment.
- Proactive problem solver and able to handle difficult situations or customers as they arise
- Extensive customer service experience - Be friendly, positive and solutions-oriented
- Highly organized with strong attention to detail (i.e., able to follow clearly defined procedures)
- Ability to navigate multiple technology platforms simultaneously.
- Effective communication skills with clients, patients, caregivers and families
- Previous experience as a health care scheduler (or other industry front-line scheduling) is a plus
- 5+ years of customer service experience preferred.
- Fluency in Spanish is a plus.
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