[Hiring] Home Care Operations Virtual Assistant @SallySupport

Role Description

We are an agency seeking a warm, highly organized, detail-oriented Home Care Operations Virtual Assistant to support scheduling, caregiver communication, client operations, compliance readiness, reporting, and administrative systems.

Our scheduling and client services team acts as the operational command center for daily care delivery. The Home Care Operations Virtual Assistant helps keep schedules, caregiver information, documentation, follow-ups, and reports accurate and current so the team can stay proactive instead of reactive.

This role requires both operational accuracy and relationship-based communication. The right person must be able to keep systems organized while making caregivers, clients, and families feel heard, respected, reassured, and supported.

Core Responsibilities

• Scheduling Support & AxisCare Monitoring
  • Maintain caregiver availability in AxisCare and other tracking tools.
  • Keep caregiver profiles current, including availability, location, preferred shifts, skills, restrictions, and client compatibility notes.
  • Assist with identifying possible caregiver matches based on availability, geography, skills, preferences, and client needs.
  • Monitor daily, next-day, and upcoming schedules for gaps, risks, conflicts, or incomplete information.
  • Watch AxisCare closely during the day for missed clock-ins, late clock-ins, missed clock-outs, alerts, and other schedule exceptions.
  • Reach out immediately about missed or late clock-ins according to agency protocol.
  • Escalate unresolved missed clock-ins, late arrivals, no-shows, or possible client safety concerns immediately.
  • Help prepare daily and next-day scheduling review lists.
  • Assist with confirming caregiver shift acceptance when directed by the scheduling team.
  • Document scheduling-related communications clearly and accurately in AxisCare.
  • Help reconcile schedules and shift records before payroll and billing review.
  • Help maximize scheduled and authorized hours by keeping scheduling information organized and visible.
  • Schedule client/caregiver introductions as needed, coordinating with client care team members who attend introductions in person.
  • Urgent coverage decisions, sensitive client conversations, and escalated caregiver issues will remain with the internal leadership or scheduling team unless specifically delegated.
• Caregiver, Client & Family Communication
  • Conduct routine caregiver check-ins using approved scripts, templates, and follow-up processes.
  • Track caregiver satisfaction, availability changes, concerns, and retention risks.
  • Follow up with caregivers after new client introductions or challenging shifts.
  • Reminders about documentation, clock-ins, training, availability updates, agency expectations, and upcoming shifts.
  • Identify caregivers who may need additional support, recognition, coaching, or follow-up from HR, scheduling, or leadership.
  • Follow up with clients or family members on non-urgent operational items as directed.
  • Help confirm schedules, caregiver introductions, routine updates, or documentation needs.
  • Gather information from clients or families and document it accurately.
  • Provide warm, professional reassurance when clients or families have questions.
  • Escalate concerns involving care quality, safety, complaints, missed shifts, caregiver issues, burnout, dissatisfaction, or possible resignation risk.
• Compliance & Audit-Readiness Support
  • Update audit-readiness trackers for caregivers and clients.
  • Flag missing, expired, or incomplete documentation for follow-up.
  • Maintain client and caregiver lists that could be quickly produced during an audit or survey.
  • Prepare weekly or monthly compliance exception reports for leadership.
  • Follow up with internal team members when documentation gaps need correction.
• Administrative, Reporting & Operations Support
  • Prepare daily or weekly task lists for scheduling, HR, client care, or leadership.
  • Assist with data entry, document organization, system cleanup, and file maintenance.
  • Track open operational issues until they are resolved.
  • Assist with phone logs, inquiry tracking, new client start preparation, or caregiver introduction documentation.
  • Support onboarding workflows for new caregivers as directed by HR or operations.
  • Help maintain SOPs, templates, scripts, checklists, and internal process documents.
  • Assist with special projects related to process improvement, scheduling efficiency, caregiver engagement, compliance, or reporting.
• Potential Future Marketing Support
  • Depending on skill set and business needs, the VA may later assist with light marketing and content administration.
  • Possible responsibilities may include:
    • Organizing blog drafts, video topics, social media captions, and content calendars.
    • Repurposing approved blog or video content into social media posts.
    • Uploading or formatting approved content in WordPress, Canva, YouTube, Google Business Profile, or social platforms.
    • Assisting with newsletters, video clips, transcripts, captions, and related promotional materials.
  • All public-facing content must be reviewed and approved by leadership before publishing.

Qualifications

• Calm and steady under pressure.
• Comfortable working in a fast-paced, interruption-heavy environment.
• Strong with follow-through, recurring tasks, documentation, and data entry.
• Comfortable communicating by phone, text, email, and internal messaging.
• Able to follow written processes and ask good questions when something is unclear.
• Persistent in follow-up without being pushy or unprofessional.
• Honest and transparent about mistakes, delays, or incomplete work.
• Able to handle frustrated, worried, or overwhelmed people without becoming defensive or dismissive.
• Able to protect confidential client and caregiver information.
• Willing to learn home care operations, scheduling logic, caregiver coordination, and compliance requirements.

Preferred Experience

• Experience supporting a home care agency, healthcare office, staffing company, or scheduling-heavy business.
• Experience with AxisCare or another home care scheduling platform.
• Experience with caregiver coordination, client services, HR support, recruiting support, or administrative operations.
• Experience conducting caregiver, employee, client, or customer check-ins.
• Experience maintaining compliance trackers, documentation checklists, or audit-readiness files.
• Experience preparing reports, spreadsheets, dashboards, or KPI summaries.
• Experience with Canva, WordPress, YouTube, social media scheduling tools, or basic content administration.
• Strong written and spoken English.
• Experience working as a remote assistant for a U.S.-based business.
• Experience handling sensitive, private, or confidential information.