From Burnout to Breakthrough
How SmartScale360 Built a Rockstar Remote Scheduling Team for a Home Instead Franchise's Scheduling Department with Lynette Stroud.
Meet Our Client, Lynette!
Lynette Stroud runs the scheduling department of a Home Instead franchise with 100+ clients and 250+ caregivers.
As scheduling demands grew, her in-house team faced big challenges, and the situation became overwhelming.
The Challenge
- Her in-house scheduling coordinators became overwhelmed by the relentless pace.
- Burnout, not turnover, drove them to leave for less stressful roles.
- Weekend on-call rotations caused frustration among office staff.
- Scheduling became a daily stress point across the team.
“They were really stressed... scheduling is never-ending, we needed more help—I believe that’s what made the difference.”
The Solution
Lynette approached SmartScale360 to find a solution and hire Remote Talent.
Initially planning to hire one remote scheduler, Lynette met John, Yanni, and Ice — and was so impressed with them she decided to bring all three on for staffing.
These remote Staffing Coordinators now handle the following tasks:
- Full caregiver scheduling and follow-ups
- Billing and payroll support
- Shift notes, documentation, mileage tracking
- Working Monday to Sunday in staggered shifts for seamless coverage
“We hit the jackpot,” she said. “I don’t know how other people’s experiences are—but this is our best kept secret.”
The Results
With the support of SmartScale360, Home Instead expanded operational capacity, improved visibility into hiring efforts, and gained high-performing team members who continue to grow with the business.
Meet the Dream Remote Team!
JOHN
Calming voice, builds great rapport with caregivers, keeps mornings smooth.
YANNI
Detail-driven, project-ready, reliable with complex tasks.
ICE
Big-picture thinker, anticipates challenges, loves asking ‘what if’ questions.
Lynette's Perspective
“They’re coachable and teachable. That alone makes them invaluable.”
