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Director of Operations & Workforce Management

FamilyWell
Boston, MA

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Job Details

Full-time
$95,000 - $130,000 a year
6 days ago

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
Vision insurance

Qualifications

Project management experience in technology
Service scheduling
Resource planning methods
Staff scheduling
Team scheduling
Project management experience in healthcare
Schedule creation
Capacity planning
Workforce management
Cross-functional team management
Cross-functional communication
Strategic workforce planning

Full Job Description

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

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Director of Operations & Workforce Management

Role Overview

Key Responsibilities

1. Workforce Planning & Capacity Management

2. Scheduling Oversight & Provider Availability

3. Productivity Monitoring & Performance Management

4. Patient Flow & Experience

5. Partner Success & RCM Interface

6. Operational Project Management

Qualifications

Required

Preferred

Compensation

About FamilyWell Health