Director of Operations & Workforce Management

About this role

Director of Operations & Workforce Management

About the Role

FamilyWell Health is a perinatal mental health company delivering therapy, psychiatric consultation, and coaching to patients across multiple states. As we scale our clinical operations and integrate new partnership, we need an operational leader who can build and sustain the infrastructure behind our high-quality, sustainable care delivery model.

The Director of Operations & Workforce Management is a senior leader who sits between strategy and execution. This role owns the operational engine of FamilyWell's clinical model: workforce capacity, provider scheduling, patient flow, data performance, and the systems that keep everything running. This role reports directly to the COO and works in close partnership across Medical Leadership, Provider Success, Clinical Operations, Provider Operations, and Product & Growth.

Role Overview

Location: Remote Department: Clinical Operations Reports to: Chief Operating Officer Job type: Full-Time Compensation: $95,000 - $130,000

Key Responsibilities

1. Workforce Planning & Capacity Management

• Model, maintain and update provider capacity (EHR) across all clinical roles—therapy, psychiatric consultation, coaching, and care coordination

• Responsible for entering and ensuring all provider data (availability, booked appointments, credentialing status, caseload status, provider type) is accurate in all FamilyWell and related systems (EHR and Registry).

• Apply contracted hours and caseload formulas to forecast panel availability and surface shortfalls before they affect patient access

• Further develop and utilize the rolling workforce plan tied to enrollment projections, patient demand, and partner volume (including new-state expansions) to ensure availability and provider utilization

• Ensure Provider Operations anticipates and close staffing gaps across W2 and 1099 providers

• Monitor the provider registry (matching tool), ensure accuracy across licensure, availability, panel status, and state coverage

• Partner with Provider Operations to support active recruitment pipelines for therapists, psychiatric consultants, and coaches—including expansion states

• Manage collaborative agreement processes for NPs operating in states requiring physician oversight

2. Scheduling Oversight & Provider Availability

• Serve as the point person for provider onboarding, schedule development and maintenance; working with providers to set and update availability and build out schedules based on estimated caseloads.

• Own schedule management and availability optimization across all provider types and engagement models

• Ensure compliance with 1099 vs. W2 classification requirements by state and proactively flag risk areas

• Reduce scheduling friction through waitlist management, cancellation fill protocols, and regular availability audits

• Monitor and manage patient no-show and late cancellation patterns; develop and oversee protocols to reduce lost appointment time and support patient re-engagement

• Monitor and manage provider cancellations; track trends by provider, identify patterns affecting patient access, address and escalate as appropriate with clinical leads

• Serve as the escalation point for scheduling conflicts and availability issues affecting patient access or provider retention

3. Productivity Monitoring & Performance Management

• Manage and report on operational KPIs: service line volume, caseload utilization, referral conversion, productivity, time to care, enrollment-to-exit ratios, no-show and cancellation rates

• Build and maintain dashboards that surface operational issues such as provider productivity, patient flow, no shows, capacity constraints, staffing needs, clinical acuity changes, performance and other concerns.

• Use data to predict demand shifts and inform quarterly staffing and capacity decisions

• Partner with clinical leads and Product & Growth to create and produce monthly performance summaries for both providers and leadership

• Partner with the Medical Director and Clinical Operations Manager to create and implement documentation compliance standards; monitor adherence and escalate outliers in compliance, productivity, or patient outcomes

4. Patient Flow & Experience

• Support optimal patient workflows: intake, scheduling, provider assignment, charges, re-engagement, and offboarding

• Collaborate with the Product Manager for patient experience to design and improve patient-facing workflows, communication protocols, and continuity-of-care pathways

• Monitor patient experience data (surveys, outcomes) and drive improvement plans in collaboration with clinical and product leads

• Identify and resolve bottlenecks in the enrollment-to-active-care pipeline

• Lead operational implementation of patient-facing initiatives such as AI-assisted intake, consent workflows, and credit card collection at intake

5. Partner Success & RCM Interface

• Serve as the clinical-operations bridge to revenue cycle management (RCM), ensuring billing workflows are operationally supported

• Monitor enrollment-to-billing pipeline integrity and surface bottlenecks that affect collections

6. Operational Project Management

• Establish and maintain standardized workflows across all clinical service lines

• Own end-to-end project management for new pilots and technology implementations, including AI-assisted intake, after hours programs, EHR product enhancements and other process changes

• Maintain operational playbooks and ensure cross-functional alignment across Medical Leadership, Provider Success, Clinical Operations, Provider Operations, and Product & Growth on process changes and go-live timelines

Qualifications

Required

• 5+ years in healthcare operations, clinical program management, or a related field

• Demonstrated experience in workforce planning, capacity modeling, and scheduling management in a multi-site or multi-state environment

• Analytically drive

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