Director of Operations and Workforce Management

About the Role

FamilyWell Health is a perinatal mental health organization that provides therapy, psychiatric consultation, and coaching services across several states. As the company continues to grow and form new partnerships, there is a need for a senior operations leader to develop and uphold the infrastructure that supports the company’s high-quality and sustainable care delivery model.

Position Overview

The Director of Operations and Workforce Management is a pivotal leadership role connecting strategy with execution. This role oversees the operational framework underlying FamilyWell’s clinical model, including managing workforce capacity, provider scheduling, patient flow, performance data, and the systems ensuring smooth operations. Reporting directly to the COO, this position collaborates closely with Medical Leadership, Provider Success, Clinical and Provider Operations, as well as Product and Growth teams.

Key Responsibilities

• Lead workforce planning by modeling and maintaining provider capacity in electronic health records (EHR) for various clinical roles such as therapy, psychiatric consultation, coaching, and care coordination.
• Ensure all provider data—including availability, appointment bookings, credentialing, caseload, and provider type—is accurate across FamilyWell’s systems (EHR and registry).
• Forecast panel availability and detect capacity shortages using contracted hours and caseload formulas to protect patient access.
• Develop and utilize dynamic workforce plans aligned with enrollment projections, patient demand, and partner volume, including expansions into new states.
• Collaborate with Provider Operations to identify and resolve staffing gaps among full-time and contract providers.
• Maintain accuracy of the provider registry, overseeing licensure details, availability, panel status, and state coverage.
• Support recruitment efforts for therapists, psychiatric consultants, and coaches in existing and new states.
• Manage collaborative agreements required for nurse practitioners operating under physician oversight in certain states.
• Oversee provider onboarding processes and scheduling, working directly with providers to set availability and build caseload-based schedules.
• Optimize schedules and provider availability across all provider types and engagement models.
• Monitor compliance with state-specific 1099 and W2 classifications and proactively flag potential risks.
• Reduce scheduling difficulties by managing waitlists, cancellation fill protocols, and conducting regular availability audits.
• Track patient no-show and late cancellation patterns, establishing protocols to minimize lost appointment time and support patient re-engagement.
• Analyze provider cancellations, identify trends impacting patient access, and coordinate with clinical leads to address issues.
• Serve as escalation contact for scheduling conflicts and availability problems affecting patient care or provider retention.
• Manage and report key operational metrics including service line volume, caseload utilization, referral conversion, productivity, time to care, enrollment-to-exit ratios, and no-show/cancellation rates.
• Create and maintain dashboards highlighting operational concerns related to productivity, patient flow, capacity constraints, staffing, clinical acuity, and performance.
• Use predictive data analysis to inform quarterly staffing and capacity planning.
• Partner with clinical leaders and product teams to deliver monthly performance summaries for providers and leadership.
• Support the creation and enforcement of documentation compliance standards in collaboration with medical and clinical operations leadership, escalating exceptions as needed.
• Improve patient flow by optimizing intake, scheduling, provider assignment, charge processes, re-engagement, and offboarding workflows.
• Work with product management to enhance patient experience through better communication protocols, continuity-of-care pathways, and workflow designs.
• Monitor patient experience data, including surveys and outcomes, to develop improvement strategies with clinical and product teams.
• Identify and address bottlenecks in the patient enrollment to active care process.
• Lead operational rollout of patient-facing initiatives such as AI-assisted intake, consent workflows, and payment collection at intake.
• Act as the operational liaison to revenue cycle management (RCM), supporting billing workflow functionality.
• Monitor enrollment-to-billing processes to identify and resolve collection impediments.
• Establish and maintain standardized workflows across clinical service lines.
• Manage projects end-to-end for new pilots and technology implementations, including AI intake, after-hours programs, EHR enhancements, and process updates.
• Maintain operational playbooks ensuring alignment between Medical Leadership, Provider Success, Clinical and Provider Operations, and Product & Growth teams during process changes and launches.

Qualifications

• At least 5 years of experience in healthcare operations, clinical program management, or a related field.
• Proven expertise in workforce planning, capacity modeling, and scheduling in a multi-location or multi-state healthcare environment.
• Strong analytical skills to identify required data, structure collection, visualize results, and deliver actionable insights.
• Inquisitive mindset with the ability to probe beyond surface data to understand underlying causes.
• Demonstrated success managing complex cross-functional projects from concept through implementation.
• Knowledge of healthcare compliance, including provider classification (1099/W2), credentialing, state licensure, and billing workflows.
• Effective communication skills to translate complex operational data for both clinical and executive stakeholders.
• Preferred experience with business intelligence and data visualization tools such as Sigma, Tableau, or Looker.
• Experience within behavioral health or multidisciplinary clinical settings is advantageous.
• Familiarity with healthcare technology platforms and payer/partner integrations strongly desired.
• Comfort operating in a dynamic startup atmosphere where processes and systems evolve rapidly.

Compensation & Benefits

• Competitive salary ranging from $95,000 to $130,000 annually, based on experience.
• Comprehensive benefits package including health, dental, and vision insurance.
• Generous paid time off and 401(k) retirement plan.
• Intended start date between August and September 2026.

About FamilyWell Health

FamilyWell Health is a technology-driven mental health startup focused on addressing women’s mental health by embedding high-quality, accessible, and equitable mental health care within OB/Gyn practices. Using a virtual care team model based on the Collaborative Care Model, FamilyWell delivers evidence-based mental health support throughout the reproductive lifecycle, from fertility to menopause.