FamilyWell · Remote, USA
Director of Operations & Workforce Management
DIRECTOR OF OPERATIONS & WORKFORCE MANAGEMENT About the Role FamilyWell Health is a perinatal mental health company delivering therapy, psychiatric consultati...
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 driven: able to identify what data is needed, build a structure to capture it, visualize findings, and present
clear recommendations. Comfortable turning ambiguous or complex operational problems into actionable direction
- Naturally inquisitive. Asks the right questions, digs into the "why" behind the numbers, and doesn't accept incomplete
information as the final answer
- Proven ability to manage complex, cross-functional projects from design through implementation
- Familiarity with healthcare compliance: 1099/W2 classification, credentialing, state licensure, and billing workflows
- Clear communicator who can translate data and operational complexity for clinical and executive audiences
PREFERRED
- Experience with BI and data visualization platforms such as Sigma, Tableau, Looker, or similar tools
- Experience in behavioral health or a multi-disciplinary clinical model
- Familiarity with healthcare technology systems
- Experience supporting payer or partner integrations
- Comfort in a high-growth startup environment where systems and structures are actively being built
COMPENSATION
Competitive salary commensurate with experience. Market benchmarks for this scope and level:
- Compensation: $95– $130,000
- Benefits: Health, dental, vision insurance; generous PTO, 401K
- Target Start: August - Sept 2026
ABOUT FAMILYWELL HEALTH
FamilyWell Health is an AI-enabled mental health start-up dedicated to solving the women’s mental health crisis by seamlessly
embedding high quality, equitable, & affordable mental health care into OB/Gyn practices. FamilyWell provides comprehensive
virtual mental health services designed specifically for integration into women’s health practices and health systems.
FamilyWell’s virtual care team model delivers evidence-based mental health support throughout the full reproductive lifecycle—from
fertility through menopause—using the proven Collaborative Care Model (CoCM).
FamilyWell Health | Confidential | 2026
Role
Director of Operations & Workforce Management
Category
Other
Location
Published
July 23
Deadline
August 22
Source