FamilyWell - Director of Operations & Workforce Management

• 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). • 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