Workforce Management Specialist

About the Company

TimelyCare is a clinically accountable virtual care organization created for the education sector. It supports almost 500 campuses throughout the U.S. and operates with URAC-accredited clinical standards, measurable outcomes, and a partnership-led approach. Its platform delivers a wide range of services, including crisis support, mental health counseling, instant emotional support, medical and psychiatric care, health coaching, success coaching, help with basic needs, faculty and staff support, peer support, and self-guided wellness tools. The company is focused on improving depression and anxiety outcomes to strengthen learning environments.

Role Summary

The Workforce Management Specialist, internally titled the Care Scheduling & Operations Specialist, serves as the core operational owner of scheduling for care delivery. This position manages the full scheduling lifecycle for on-demand care services while also building and maintaining the resources and training content that help providers perform successfully. The role calls for strong operational judgment, comfort with data, and a proactive approach to spotting and solving issues early. It is well suited to someone who enjoys taking full ownership of a critical function and growing with a fast-scaling team.

Schedule Ownership and Day-to-Day Operations

• Take responsibility for creating, maintaining, and improving provider schedules for on-demand care services.
• Prepare monthly schedules with strong accuracy and sufficient lead time, while handling everyday scheduling realities such as PTO requests, coverage shortages, new provider onboarding, and provider transitions.
• Identify potential coverage risks early and resolve them before they affect service availability.

Training Resources and Enablement

• Work with the Provider Services team to create, update, and refine operational references and training materials that support provider readiness for on-demand care.
• Review existing materials on a regular basis, close content gaps, and refresh or rebuild outdated resources when needed.
• Lead live training for new providers when required, while improving resources so those sessions become more efficient and scalable.

Metrics, Reporting, and Performance Tracking

• Monitor and evaluate key scheduling and coverage metrics across care operations.
• Spot trends, identify unusual patterns, and share practical recommendations that shape staffing and scheduling decisions.
• Create and maintain reports and dashboards that give leadership timely visibility into coverage health.

Capacity, Forecasting, and Incentives

• Track provider network capacity for on-demand services and work with Service Line Leaders to identify gaps and optimization opportunities.
• Support demand forecasting efforts with the Director of Operational Excellence so provider coverage better matches expected demand, reduces wait times, and improves member satisfaction.
• Help manage provider incentive program tracking and reporting.
• Assess how incentive programs affect engagement, productivity, and care outcomes to support program design and evaluation.

Process Improvement and Data Quality

• Find inefficiencies in scheduling workflows, training processes, and reporting systems, and recommend or implement improvements that increase speed, accuracy, and scalability.
• Look for automation opportunities where they can strengthen operations.
• Maintain data accuracy and consistency across systems, correct discrepancies, and escalate issues that could affect reporting or coverage decisions.

Communication and Cross-Functional Support

• Turn complex scheduling data and operational findings into clear summaries and visuals for non-technical audiences.
• Support decision-making across the Care department through strong communication of operational insights.
• When time permits, assist with data gathering, analysis, and project support for strategic initiatives.
• Bring an operational perspective to cross-functional planning work.

Qualifications

A bachelor's degree in Business, Operations Management, Healthcare Administration, or a similar field is preferred, though equivalent practical experience in scheduling, workforce coordination, or operations is also acceptable. The role requires at least 3 years of experience in operations, scheduling, workforce coordination, or a closely related area, ideally within healthcare or telehealth. Candidates should have experience managing complex scheduling or staffing processes from start to finish, handling changes and daily exceptions independently, and be comfortable working in a fast-moving environment with multiple priorities.

Additional Requirements

You should bring strong analytical and problem-solving ability, with the skill to turn operational data into useful actions. Proficiency with Excel or Google Sheets is expected, along with familiarity with BI tools such as Looker, Tableau, or Power BI. Experience using workforce management or scheduling systems such as Deputy, UKG, When I Work, Shiftboard, or comparable tools is required. Strong written and verbal communication skills are important, especially for creating clear training materials and documentation. You should also be comfortable communicating with clinicians such as mental health counselors, nurse practitioners, and physicians regarding schedules, coverage, operational updates, and coordination needs. Attention to detail, initiative, collaboration, and a constant focus on improving the systems you own are essential.

Benefits and Perks

• Paid company holidays, plus your birthday off
• Flexible PTO and organization-wide volunteer time off
• Quarterly discretionary bonus eligibility
• Company-sponsored medical, dental, vision, and pet insurance
• Employer-paid life insurance and short-term disability coverage
• Concierge-style benefit support services
• 401(k) plan with employer match
• Complimentary access to virtual medical and mental health support
• Mission-driven work environment with a supportive team culture

Compensation and Employment Terms

The base salary for this role is between $65,000 and $75,000 per year, depending on education and experience. In addition to base pay, there is eligibility for a discretionary bonus, which will be discussed during the interview process.

Equal Opportunity and Hiring Process Notice

TimelyCare is an equal opportunity employer and does not discriminate based on race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other status protected by federal, state, or local law. This applies to all aspects of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training.

The company may use artificial intelligence tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist the recruitment team but do not replace human judgment. Final hiring decisions are made by people. If you need more information about how data is processed, you may contact the company directly.