The role
Neon Link places experienced intake and scheduling coordinators with US home care agencies, most of them providing non-medical personal care and companion care at home for older adults and people with disabilities, and some also running a home health line. You'll take new client inquiries and referrals and build a complete intake file, build and fill caregiver shifts in the agency's scheduling software, such as WellSky, AxisCare, AlayaCare or HHAeXchange, cover call-outs, confirm upcoming shifts with caregivers and clients, and flag missed clock-ins in the electronic visit verification (EVV) report as soon as you see them.
You'll also keep each client's scheduled hours inside what their payer has authorized, track authorization and caregiver document expirations so nothing lapses, and keep families and caregivers updated when the schedule changes. You don't do clinical assessments, write care plans, make hiring decisions or give care advice: that stays with the agency's nurses, care managers and office leadership, and you cover the office's business hours, not its after-hours on-call line.
It matters because an open shift is a client who goes without care that day, sometimes a client who can't safely be left alone, and a lapsed authorization or an unverified visit is care the agency may never get paid for. You'll handle client health information to HIPAA standards, and where the agency is a HIPAA covered entity, as agencies that bill Medicaid or insurance electronically are, the placement runs under a signed BAA, the business associate agreement US healthcare privacy law requires, so we look for people who are careful by habit, not only when someone is watching.
People do well here when they stay calm rebuilding a schedule at short notice, confirm everything in writing, and know which problems are theirs to solve and which go straight to the office.
Day to day you'll take direction from the client's office manager or scheduling lead, as part of their team, with Neon Link behind you. Before you run a live schedule you're trained on the agency's software, its caregiver matching and call-out rules, its authorization limits and its escalation path.
What you'll do
- Take new client inquiries and referrals from families, hospital discharge planners and case managers: log each one, collect the intake details, payer source and documents the agency requires, book the in-home assessment with the agency's nurse or care manager, and hand over a complete file
- For Medicaid, Veterans Affairs and long-term care insurance clients, record the authorized services, hours and dates from the authorization or the case manager, and send the service agreement and intake forms for signature
- Build and maintain the caregiver schedule in the agency's platform, matching caregivers to clients by skills, client preferences, location, availability and the overtime rules the office sets
- Cover open and call-out shifts: reach available caregivers by phone and text in the order the office sets, confirm coverage in writing, and tell the office right away when a shift can't be filled or a client can't safely be left alone
- Confirm upcoming shifts with caregivers and clients, and record every confirmation, swap and cancellation in the schedule
- Watch the EVV and clock-in report through your shift, follow up with the caregiver on any missed or late clock-in, flag anything unresolved to the office, and fix visit exceptions such as a missing clock-out by the agency's rules so visits are ready for payroll and billing
- Keep every client's scheduled hours inside what their authorization allows, track authorization end dates and visit limits, and warn the office before an authorization runs out or runs over
- Track caregiver documents such as TB tests, CPR cards, aide registry or HHA certificates, driver's licenses, auto insurance and annual training hours, and don't schedule anyone the office hasn't cleared
- Update families and caregivers on schedule changes by phone, text and email, write down care concerns and complaints accurately, and pass every care or health question to the agency's nurse or care manager
- Keep client and caregiver records current, send the office manager an end of shift handoff on open shifts, missed visits and anything waiting on the office, and a weekly look at authorizations and documents coming due
- Every open shift that comes in on your watch gets a documented fill attempt, and the office hears about any shift you can't fill while there's still time to act
- Missed clock-ins caught and followed up during your shift, not discovered the next morning
- No client scheduled past their authorized hours, and no authorization or caregiver document lapsing without the office warned ahead of time
- Intake files complete when they reach the office, and confirmations sent on the schedule the office sets
What you bring
- 2 or more years scheduling caregivers or handling client intake for a US home care or home health agency, or scheduling field staff for a US healthcare staffing company
- Booking patient appointments for a clinic or medical office alone doesn't count for this role, and neither does call center workforce scheduling with no caregivers or field staff to place
- Hands-on with at least one home care scheduling and EVV platform, ideally WellSky Personal Care (formerly ClearCare), AxisCare, AlayaCare or HHAeXchange; KanTime, Axxess, MatrixCare or Sandata also count
- Comfortable rebuilding a schedule at short notice by phone and text, in a business phone system such as RingCentral, working several call-outs at once without losing track of who confirmed
- Working knowledge of how US home care runs: private pay, long-term care insurance, Veterans Affairs and Medicaid waiver clients, authorized hours and units, why EVV matters for getting paid, caregiver matching and overtime, and the documents a caregiver needs before a first shift
- Careful with client health information: you understand the HIPAA minimum necessary rule, you share only what the agency allows with caregivers and families, you keep client records, care notes and caregiver files off personal devices and personal messaging apps, and you'll sign a confidentiality agreement and pass a background check, including a current NBI clearance
- Clear, warm spoken English for calls with caregivers, families and referral sources, and clear written English for texts, emails and notes in the schedule
- Able to work US business hours, a night shift that starts between 8pm and 1am Philippine time depending on the client's US time zone and the time of year, and to hold that schedule long term, including weekend coverage for clients who need it, agreed before you start
- Education: any bachelor's degree preferred, not required; home care scheduling and intake experience matters more
- EVV visit maintenance in HHAeXchange or Sandata, and timesheet review before payroll
- Home health intake, such as checking a referral for physician orders, insurance and face-to-face documentation before it goes to the clinical team
- A nursing or caregiving background, with the discipline to leave care advice to the agency's nurses
- Excel or Google Sheets for open shift, overtime and authorization trackers
- Conversational Spanish
Work setup
- Your own Windows 10 or 11 computer with a Core i5 or Ryzen 5 and 8 GB of RAM or more that runs the client's tools, plus a webcam and a noise canceling headset
- Fiber internet of at least 25 Mbps with a mobile data or second provider backup
- A UPS or generator so a brownout doesn't end your shift
- A quiet, private workspace where client health information can't be seen or overheard
- Tell us your city and province when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once
You'll do well here if
Questions applicants ask
- Is this job work from home?
- Yes. Remote, work from home, anywhere in the Philippines, no night commute.
- How much does it pay?
- PHP 50,000 to 60,000 a month (about PHP 298 to 357 an hour). About USD 795 to 955 a month at today's exchange rate. The rate already covers night hours. Pay is in Philippine pesos (PHP).
- What are the working hours?
- Five days a week, US business hours (night shift in the Philippines); some clients need weekend coverage, which is set before you start; exact shift set with the client.
- When would I start?
- Hiring now.
- How do I apply?
- Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.
- Does Neon Link charge a fee to apply?
- No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.