After-Hours Scheduler (Part-Time)

About the role

A highly organized, resourceful and dependable Scheduler is sought to provide after-hours support and ensure continuity of care for clients, families and caregivers. Working on site in Nairobi, the role covers four different shifts with two days off, and acts as the main point of contact outside regular business hours.

Key responsibilities

• Answer incoming calls and text messages promptly and professionally, and route inquiries to the right team for next-business-day assistance
• Handle new client inquiries, gather information and manage caregiver call-offs and attendance issues
• Communicate replacement assignments and estimated arrival times to clients and families
• Use WellSky to manage caregiver schedules, record schedule changes, update client information and keep accurate records
• Escalate critical situations when coverage cannot be secured, and escalate safety concerns, incidents or emergencies immediately
• Provide guidance to caregivers during active assignments and assist with questions about care plans and service delivery
• Document all interactions, incidents and actions, and prepare shift handoff reports and notes for the next business day

Required profile

• 1-3 years of experience in scheduling, dispatch, customer service, call center operations, healthcare support, home care, staffing coordination or similar operational support roles
• Excellent verbal and written English; ability to work under pressure and stay calm in urgent situations
• Preferred: experience in home care, healthcare staffing or caregiver coordination, knowledge of incident management and escalation procedures, and experience across multiple time zones

Required skills

• WellSky scheduling software (required)
• Strong computer skills and accurate data entry