Director of Operations & Workforce Management

Overview

FamilyWell Health, a perinatal mental health company offering therapy, psychiatric consultation, and coaching across various states, is seeking a Director of Operations & Workforce Management. This senior leadership role is critical in developing and sustaining the operational framework necessary for delivering high-quality and scalable clinical care. Reporting directly to the COO, the position interfaces closely with various departments including Medical Leadership, Provider Success, Clinical Operations, and Product & Growth.

Key Responsibilities

• Lead workforce planning and capacity management by modeling and maintaining provider availability data in relevant systems, ensuring data accuracy across provider roles including therapists, psychiatric consultants, coaches, and care coordinators.
• Forecast provider panel availability by applying contracted hours and caseload metrics to identify shortages before they impact patient access.
• Develop a dynamic workforce plan aligned with patient demand, enrollment projections, and expansion plans to maintain optimal provider utilization.
• Collaborate with Provider Operations to address staffing gaps among both W2 and 1099 providers and oversee the accuracy of the provider registry relating to licensure and availability.
• Support recruitment pipelines for clinical roles and manage physician oversight agreements where required.
• Oversee provider scheduling, establishing and updating availabilities, optimizing schedules to match caseload estimates, and ensuring compliance with employment classifications per state regulations.
• Mitigate scheduling conflicts by managing waitlists, cancellation protocols, and monitoring no-show/late cancellation trends to minimize lost appointment times.
• Track provider cancellations and escalation of patterns affecting patient access or provider retention involving clinical leadership as needed.
• Monitor operational KPIs such as service volumes, caseload utilization, referral conversions, wait times, enrollment ratios, and no-show rates through dashboards to identify capacity constraints and performance concerns.
• Use analytics to anticipate demand changes, supporting quarterly staffing and capacity planning alongside leadership and clinical teams.
• Manage patient workflows related to intake, scheduling, assignment, billing, re-engagement, and discharge in coordination with product managers and clinical teams for continuous improvement.
• Act as liaison between clinical operations and revenue cycle management, overseeing billing workflow support and ensuring smooth enrollment-to-billing processes.
• Lead operational project management including implementation of pilots, technology upgrades, AI-driven initiatives, after-hours programs, and clinical process adjustments to keep cross-functional teams aligned.

Qualifications

• Minimum of 5 years’ experience in healthcare operations, clinical program management, or equivalent, preferably within multi-site or multi-state environments.
• Proven capability in workforce planning, capacity modeling, and managing provider schedules.
• Strong analytical skills enabling data identification, visualization, and actionable insights to address complex operational problems.
• Detail-oriented with a curious approach, probing underlying causes behind data and operational challenges.
• Expertise in managing cross-functional projects from conception to deployment.
• Knowledgeable in healthcare compliance areas including employment classification, credentialing, licensure, and billing workflows.
• Effective communicator able to present operational complexities clearly to diverse audiences.
• Preferred experience with business intelligence tools (Sigma, Tableau, Looker) and familiarity with behavioral health or integrated clinical models.
• Previous exposure to healthcare IT systems, payer partnerships, and fast-paced startup environments is advantageous.

Compensation & Benefits

• Annual salary range between $95,000 and $130,000, commensurate with experience.
• Comprehensive health benefits including medical, dental, and vision insurance.
• Generous paid time off and 401(k) retirement plan options.

Additional Information

The anticipated start period for this position is between August and September 2026. FamilyWell Health is an AI-driven startup dedicated to improving women’s mental health across reproductive stages by embedding mental health care within OB/Gyn practices, using evidence-based collaborative care models to provide accessible and equitable virtual mental health services.