Staffing Ops Mgr - Staffing & Utilization

PeopleCare Health Services•Colorado Springs, CO

16h•Remote

About The Position

PeopleCare Health Services is seeking an organized, proactive, and service-focused Scheduling Operations Manager to lead the scheduling department’s staffing, client coverage, caregiver matching, utilization, and on-hold workstreams. The manager directly supervises assigned caseload-holding schedulers, maintains a reduced individual caseload, and serves as the department’s primary operational lead Wednesday through Friday. The manager implements staffing priorities established by the Scheduling Hub Director, who retains final authority over client priorities and schedule composition. The position works alongside the Scheduling Operations Manager — Payroll & Exceptions as a same-level leadership partner. Both managers report to the Scheduling Hub Director and provide cross-coverage when needed. The manager oversees daily scheduling activity, open shifts, caregiver availability, client coverage, schedule development, and on-hold cases. They coach schedulers, monitor individual and team performance, coordinate with internal departments to address staffing barriers, and ensure accurate documentation and meaningful stakeholder updates. They also staff their own assigned clients, respond to coverage needs, process caseload exceptions, and maintain scheduling and exception documentation. The role includes completing AlayaCare training, participating in user acceptance testing between AlayaCare and Catalyst, documenting system limitations and workflow risks, and helping develop procedures and training materials after workflows are confirmed. The manager coordinates closely with the Payroll & Exceptions Manager to support the flow of scheduling activity into visit verification and payroll preparation. The current regular schedule is Monday through Friday, 8:00 a.m.–4:00 p.m., though assigned days or hours may be adjusted based on business needs. The manager participates in the on-call rotation, including assigned evening, weekend, or holiday responsibilities. Work may be performed remotely, from a home office, and/or from an agency office as assigned. Occasional office attendance, training, or business-related travel may be required. The employee must remain responsive during assigned hours, maintain reliable internet and phone access, protect confidential information, monitor communication channels, and promptly communicate barriers or emerging coverage risks. Performance is assessed during a three-month evaluation period, after which leadership will decide in consultation with Human Resources whether the managerial appointment will continue.

Requirements

Experience in scheduling, staffing, workforce coordination, home care, healthcare operations, customer service, or a related field.
Strong understanding of caregiver matching, client coverage, schedule development, and follow-up.
Ability to organize competing priorities and respond calmly to urgent staffing needs.
Strong problem-solving, decision-making, and service-recovery skills.
Professional written and verbal communication skills.
Ability to provide and receive constructive feedback appropriately.
Ability to coach employees while maintaining clear accountability for results.
Ability to implement leadership priorities consistently and recognize when a decision requires Director approval.
Ability to collaborate across scheduling, recruiting, intake, Care Coordination, payroll, and leadership teams.
Comfort using scheduling systems, Microsoft Office, trackers, reporting tools, and company technology platforms.
Ability to maintain confidentiality and handle sensitive client, caregiver, and scheduling information.
Availability and responsiveness during assigned work hours, with reliable internet and phone access for remote work.
Ability to fulfill assigned evening, weekend, or holiday on-call responsibilities.
Ability to accommodate schedule flexibility for urgent coverage needs.

Nice To Haves

Previous team-lead or supervisory experience.

Responsibilities

Lead the scheduling department’s staffing, client-coverage, caregiver-matching, utilization, and on-hold activities.
Monitor daily scheduling activity, open shifts, caregiver availability, client coverage, and schedule development.
Ensure assigned schedulers make timely, documented progress on their caseloads.
Help schedulers identify appropriate caregiver matches based on client needs, availability, qualifications, location, authorized services, and care requirements.
Follow through on available caregivers and prospective matches toward completed schedules whenever possible.
Identify operational, authorization, intake, or communication barriers that prevent available caregivers from beginning services.
Coordinate with Care Coordinators, recruiting, intake, and other departments to address staffing barriers.
Escalate unresolved authorization, staffing, service, or coverage concerns to the Scheduling Hub Director.
Support responsible utilization of caregiver capacity and authorized client hours.
Implement the client-staffing priorities established by the Scheduling Hub Director and ensure schedulers apply them consistently.
Present operational information and recommendations to support the Director’s decisions; escalate competing priorities, limited capacity, high-risk cases, and proposed priority changes.
Obtain the Director’s decision before changing established client priorities and consult the Director before material schedule-composition changes when direction is unclear.
Maintain operational oversight of the on-hold list, including case age, urgency, staffing activity, status, barriers, and documentation.
Ensure on-hold cases receive consistent staffing activity and provide regular progress, barrier, risk, and recommended-action reporting to the Director.
Ensure schedulers review applicable on-call, time-off, and coverage trackers; identify upcoming absences and potential client-coverage gaps.
Hold schedulers accountable for arranging coverage for their assigned clients and caregivers; coordinate additional support when needed.
Monitor open shifts and high-risk schedules, promote early coverage planning, and maintain clear ownership of coverage issues.
Directly supervise assigned caseload-holding schedulers and communicate staffing priorities and expectations.
Serve as the department’s primary operational lead Wednesday through Friday.
Monitor staffing, coverage, caseload management, documentation, and follow-through performance; provide constructive coaching and document or escalate performance concerns as appropriate.
Model professionalism, openness to feedback, accountability, and a calm, solutions-focused leadership presence.
Participate in team meetings, performance discussions, operational reviews, and other assigned leadership activities.
Promote timely, respectful communication with clients, caregivers, families, Care Coordinators, and internal teams; ensure staffing attempts, schedule changes, barriers, and next steps are documented accurately.
Route complaints, personnel issues, and sensitive matters through appropriate management channels; help resolve concerns without making unconfirmed promises.
Maintain a reduced individual caseload, staff assigned clients, respond to coverage needs, process caseload exceptions, and maintain accurate documentation.
Communicate professionally with clients, caregivers, Care Coordinators, and internal partners; escalate authorization, staffing, service, payroll, or documentation barriers appropriately.
Complete AlayaCare training and become proficient in scheduling, caregiver availability, client coverage, utilization, and exception workflows.
Participate in side-by-side user acceptance testing between AlayaCare and Catalyst; validate schedule, shift, availability, assignment, and documentation workflows.
Document system limitations, workflow gaps, unresolved questions, and operational risks for the Scheduling Hub Director; help develop procedures and training materials after workflows are confirmed.
Coordinate with the Payroll & Exceptions Manager so scheduling activity flows correctly into visit verification and payroll preparation.
Coordinate with the Payroll & Exceptions Manager throughout the week, monitor urgent staffing and coverage risks Monday and Tuesday, and ensure staffing work continues during payroll-processing periods.
Remain knowledgeable about visit exceptions, manual timesheets, EVV requirements, and payroll-readiness expectations; provide cross-coverage for the Payroll & Exceptions Manager when needed.
Support caseload structures that preserve continuity, avoid unnecessary splitting of Care Coordinator assignments, maintain geographic alignment, and balance workload.