Director of Operations & Workforce Management

Workforce Planning & Capacity Management:

• Model provider capacity across all clinical roles such as therapy, psychiatric consultation, coaching, and care coordination.
• Use caseload formulas to forecast panel availability before patient access is impacted.
• Partner with Provider Operations to close staffing gaps for W2 and 1099 providers.

Scheduling Oversight & Provider Availability:

• Own provider onboarding, schedule development, and availability optimization across all engagement models.
• Ensure compliance with 1099 vs W2 classification by state.
• Monitor no-show and cancellation patterns, reducing lost appointment time and supporting re-engagement.

Productivity Monitoring & Performance Management:

• Report on KPIs including service line volume, caseload utilization, referral conversion, and time to care.
• Build dashboards surfacing issues like provider productivity, capacity constraints, and clinical acuity changes.
• Create monthly performance summaries with clinical leads and Product & Growth.

Patient Flow & Experience:

• Support workflows for intake, scheduling, provider assignment, charges, re-engagement, and offboarding.
• Collaborate with the Product Manager to design patient-facing improvements and communication protocols.
• Lead implementation of initiatives such as AI-assisted intake and credit card collection.