Workforce Management Specialist

About the role

The Workforce Management Specialist (internally known as the Care Scheduling & Operations Specialist) is the operational backbone of TimelyCare's care delivery scheduling function. This role owns the end-to-end scheduling process for our on-demand care services while also developing and maintaining the operational resources and training materials that set providers up for success.

Responsibilities

• Schedule Ownership & Daily Operations - Own the creation, maintenance, and continuous improvement of provider schedules for on-demand care services. Build monthly schedules with accuracy and lead time, and manage the daily operational realities that come with them, including PTO requests, coverage gaps, new hire onboarding, and provider transitions. Proactively identify and resolve coverage risks before they affect care availability.
• Provider Training Resource Development & Maintenance - In partnership with the Provider Services team, develop, maintain, and continuously improve operational resources and training materials that support provider readiness for on-demand care services. Audit existing materials regularly, identify gaps, and take initiative to update or rebuild resources that have fallen out of date. Conduct live training sessions for new providers as needed, and work toward building resources that make those sessions more effective and scalable over time.
• Operational Metrics & Performance Monitoring - Track and analyze key scheduling and coverage metrics across care delivery functions. Surface trends, flag anomalies, and deliver actionable recommendations that inform scheduling decisions and staffing strategy. Build and maintain reports and dashboards that give operational leadership real-time visibility into coverage health.
• Network Capacity Monitoring - Monitor provider network capacity for on-demand services, identifying gaps and optimization opportunities in partnership with Service Line Leaders.
• Demand Forecasting Support - Collaborate with the Director of Operational Excellence to support demand forecasting models that ensure provider coverage aligns with projected care demand, minimizing wait times and maximizing member satisfaction.
• Incentive Program Tracking & Analysis - Assist with provider incentive program tracking and reporting. Analyze program impact on engagement, productivity, and care outcomes to support program design and evaluation.
• Process Improvement & Automation - Identify inefficiencies in scheduling workflows, training processes, and reporting pipelines. Recommend and implement improvements that enhance operational speed, accuracy, and scalability, including automation opportunities where appropriate.
• Data Integrity - Ensure the accuracy and consistency of scheduling and operational data across systems, resolving discrepancies and flagging issues that affect reporting or coverage decisions.
• Stakeholder Communication - Translate complex scheduling data and operational insights into clear summaries and visualizations for non-technical audiences, supporting informed decision-making across the Care department.
• Strategic Initiative Support - As bandwidth allows, assist with data collection, analysis, and project support for high-priority strategic initiatives. Contribute operational perspective to cross-functional planning efforts.

Requirements

• Bachelor's degree in Business, Operations Management, Healthcare Administration, or a related field, or equivalent hands-on experience in scheduling, workforce coordination, or operations.
• 3+ years of experience in operations, scheduling, workforce coordination, or a related field, ideally in a healthcare or telehealth setting.
• Demonstrated ability to own complex scheduling or staffing processes end-to-end, including managing change and daily exceptions with minimal oversight.
• Strong analytical and problem-solving skills with the ability to synthesize operational data into actionable insights.
• Proficiency in data tools such as Excel or Google Sheets, and comfort with BI platforms (e.g., Looker, Tableau, Power BI).
• Experience utilizing workforce management and scheduling platforms (e.g., Deputy, UKG, When I Work, Shiftboard, or similar systems) to build, manage, and optimize provider schedules.
• Strong written and verbal communication skills, with the ability to develop clear, audience-appropriate training materials and operational documentation.
• Strong provider-facing communication skills, with experience partnering with clinicians (e.g., mental health counselors, nurse practitioners, and physicians) regarding scheduling, coverage, operational updates, and workforce coordination needs.
• Exceptional attention to detail and a proactive approach to identifying and resolving issues before they escalate.
• Comfortable managing multiple priorities simultaneously in a fast-paced, dynamic environment.
• Self-starter with a genuine interest in improving the systems and resources you own, not just maintaining them.
• Demonstrated ability to build working relationships across departments.

Qualifications

• Skilled at cross-functional collaboration.

Skills

• Strong written and verbal communication skills.
• Experience with workforce management and scheduling platforms.
• Ability to analyze and synthesize operational data.
• Proactive problem-solving and attention to detail.
• Proficiency in data tools and BI platforms.
• Experience with AI tools in the hiring process.

Benefits + Perks

• Paid Company Holidays + No work on your birthday!
• Flexible PTO + Volunteer Time Off (VTO)
• Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance
• Company-paid group Life Insurance + Company-paid Short Term Disability
• Concierge benefit support services
• Free access to TimelyCare virtual medical and mental health support

Pay

$65,000-$75,000 per year, depending on education and experience. Discretionary bonus eligibility on a quarterly basis.

Schedule

N/A