Client Scheduling Supervisor

Vitra Health is a mission-driven healthcare organization committed to improving the quality of life for individuals and families across Massachusetts. Through innovative home- and community-based services, Vitra supports aging adults, people with disabilities, and individuals with complex care needs— supported by a Nurse, and Case Manager, Vitra ensures clients receive compassionate, personalized, and dignified care.

To help share our mission and expand our community impact, Vitra Health is seeking a Client Scheduling Supervisor who is passionate about community engagement and helping people access the care and resources they deserve.

The Client Scheduling Supervisor is responsible for overseeing the daily operations of Client Scheduling team. This position provides direct supervision of Scheduling Coordinators ensuring appropriate staffing coverage, Proactive client visit scheduling, operational efficiency, regulatory compliance, and high-quality customer service.

The Supervisor exercises independent judgment in workforce planning, scheduling decisions, resource allocation, process improvement initiatives, and team performance management. This role partners closely with Clinical Managers, Program Managers, Human Resources, Recruiting, and Operations leadership to ensure clients receive timely, uninterrupted services.

Key Responsibilities

Leadership and Personnel Management

• Directly supervise, coach, and develop a team of Scheduling Coordinators
• Ensures assessments, admissions, semis, annuals and monthly visits are scheduled in accordance with Mass Health regulations
• Ensure physicals and all other requirements are scheduled as required
• Collaborates with Care Access to ensure assessments and admissions requirements are met
• Provides reports and data weekly, monthly as required to ensure department performance is achieved as required
• Utilizes data to maximize department performance and ensure visits are scheduled as required
• Conduct employee onboarding, training, performance evaluations, and ongoing professional development.
• Assign work, establish departmental priorities, monitor performance, and ensure team objectives are achieved.
• Participate in and provide recommendations regarding hiring, promotions, transfers, disciplinary actions, and termination decisions.
• Approve employee schedules, time-off requests, and departmental staffing plans.
• Foster employee engagement, accountability, and a culture of continuous improvement.

• Exercise independent judgment in allocating staffing resources based on client needs, service requirements, employee qualifications, and operational priorities.
• Develop, implement, and maintain departmental policies, procedures, and workflow standards.
• Ensure appropriate staffing coverage and workforce deployment to support organizational goals.
• Serve as the primary escalation point for complex scheduling, staffing, and operational issues.
• Monitor departmental productivity, service levels, and key performance indicators.

• Ensure scheduling and admissions operations comply with organizational policies, program requirements, and applicable regulatory standards.
• Conduct audits of schedules, documentation, and service records to ensure accuracy and compliance.
• Identify operational or compliance concerns and implement corrective action plans as appropriate.
• Maintain confidentiality and safeguard sensitive employee and client information.

Cross-Functional Leadership

• Collaborate with Clinical Managers, Program Managers, Intake, Human Resources, Recruiting, and Leadership teams to support organizational objectives.
• Lead departmental initiatives and participate in cross-functional projects impacting operations and client services.
• Serve as the subject matter expert for scheduling operations, workforce management, and admissions coordination.
• Foster a culture of customer service and commitment to quality care.
• Serve as a brand ambassador for Vitra Health, reflecting our mission, vision, and values.
• Demonstrate compassion and professionalism in supporting employees and the communities we serve.
• Perform other duties as assigned.

What we are looking for:

• Bachelor's degree required.
• Minimum of three (3) years of scheduling, workforce management, healthcare operations, or related experience.
• Home Health, Adult Foster Care (AFC), Group Adult Foster Care (GAFC), or community-based healthcare experience.
• Minimum of two (2) year of supervisory, team lead, or management experience required.
• Experience overseeing high-volume scheduling operations.
• Strong leadership, coaching, conflict resolution, and employee development skills.
• Experience utilizing scheduling software such as CareCenta or similar workforce management systems.
• Proficiency with Microsoft Office Suite and Google Workspace.
• Excellent organizational, analytical, communication, and problem-solving skills.
• Ability to exercise sound judgment and make independent operational decisions.
• Ability to manage multiple priorities in a fast-paced environment.
• Must pass all required background screenings.
• Experience overseeing teams supporting elders and individuals with disabilities.
• Bilingual skills in Spanish, Haitian Creole, Portuguese, or other languages commonly spoken throughout Massachusetts.

Work Environment and Physical Requirements

• Office-based work in a clean well-lit environment with fluctuating temperatures near others.
• Client-facing field staff and community liaisons require frequent travel to client homes or community settings; ability to drive safely; work in client homes may involve varying temperatures, odors, allergens, pets, and other environmental factors.
• Requires substantial periods of repetitive work utilizing a computer, monitor, keyboard, and mouse.
• Requires lifting and carrying equipment and supplies weighing up to 35 pounds; requires pushing and pulling equipment and supplies weighing up to 35 pounds; requires walking and standing; requires frequent sitting more than 75% of the workday; requires the ability to negotiate stairs; requires visual acuity and manual dexterity to operate equipment.

Perks and Benefits:

• Employer sponsored health Insurance with a generous employer match.
• Dental and Vision Benefits.
• Supplemental Benefits
  • Life, Accident, Critical Illness and Disability Insurance.
• 401K with a 5% company match.
• Accrued Paid-Time-Off.
• Ten company paid holidays.
• Wellness Benefits.
• Tuition Reimbursement.
• Supportive team structure and company culture with a focus on work/life balance.

Vitra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.