Staffing Ops Mgr - Staffing & Utilization in Colorado Springs, Colorado at PeopleCare Health Services

Scheduling Operations Manager — Staffing & Utilization

Job Description

About the Role

PeopleCare Health Services is seeking an organized, proactive, and service-focused Scheduling Operations Manager — Staffing & Utilization to lead the scheduling department’s client-coverage, caregiver-matching, utilization, and on-hold workstream.

This manager is responsible for ensuring schedulers make consistent progress toward staffing clients, building sustainable schedules, resolving coverage gaps, and documenting meaningful updates. The position provides direct supervision to assigned caseload-holding schedulers and serves as the department’s primary operational lead Wednesday through Friday.

The Staffing & Utilization Manager implements staffing priorities established by the Scheduling Hub Director. The Scheduling Hub Director retains final authority regarding which clients receive staffing priority and the composition of client and caregiver schedules.

This manager will maintain a smaller individual caseload because of their leadership responsibilities. They remain responsible for staffing that caseload, processing its exceptions, maintaining its documentation, and meeting the same fundamental operational expectations as other caseload-holding schedulers.

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 necessary.

What You’ll Do

Scheduling, Staffing, and Client Coverage

• 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 and documented progress on their caseloads.
• Help schedulers identify appropriate caregiver matches based on client needs, caregiver availability, qualifications, location, authorized services, and established care requirements.
• Ensure available caregivers and prospective matches are followed through to a completed schedule whenever possible.
• Identify cases in which a caregiver is available but operational, authorization, intake, or communication barriers are preventing services from beginning.
• 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 available caregiver capacity and authorized client hours.

Client Prioritization and Schedule Composition

• Implement the client-staffing priorities established by the Scheduling Director.
• Ensure schedulers apply those priorities consistently in their daily work.
• Present relevant operational information and recommendations to support the Director’s decisions.
• Escalate competing priorities, limited caregiver capacity, high-risk cases, and proposed priority changes to the Director.
• Obtain the Director’s decision before changing established client priorities.
• Recognize that the Scheduling Hub Director retains final authority over client prioritization and schedule composition.
• Do not make material changes to client or caregiver schedule composition when the appropriate direction is unclear without first consulting the Director.

On-Hold List Management

• Maintain operational oversight of the on-hold list.
• Ensure on-hold cases receive consistent, documented staffing activity.
• Monitor the age, urgency, staffing activity, and current status of on-hold cases.
• Ensure schedulers document what has been attempted, what remains outstanding, and what additional support is needed.
• Identify cases that have stalled and require additional outreach, cross-departmental coordination, or management escalation.
• Provide regular reporting to the Scheduling Hub Director regarding progress, barriers, risks, and recommended actions.
• Apply the prioritization framework established by the Director without independently changing its order.

Proactive Coverage Management

• Ensure schedulers regularly review applicable on-call, time-off, and coverage trackers.
• Identify upcoming caregiver absences and potential client-coverage gaps before they become urgent.
• Hold schedulers accountable for arranging coverage for clients and caregivers assigned to their caseloads.
• Coordinate additional support when a coverage need cannot be resolved by the assigned scheduler.
• Monitor open shifts and high-risk schedules and ensure timely follow-up.
• Promote early planning so coverage issues are addressed before scheduled services are affected.
• Maintain clear ownership when another employee identifies or tags a coverage issue but is not responsible for resolving it.

Team Leadership and Accountability

• Directly supervise assigned caseload-holding schedulers.
• Establish staffing priorities and communicate clear expectations to the team.
• Serve as the department’s primary operational lead Wednesday through Friday.
• Monitor individual and team performance related to staffing, coverage, caseload management, documentation, and follow-through.
• Provide timely and constructive coaching regarding productivity, judgment, communication, professionalism, and accountability.
• Receive feedback professionally and model openness to correction and continuous improvement.
• Help employees respond constructively to coaching and changing operational needs.
• Document performance concerns and escalate them to the Scheduling Hub Director when appropriate.
• Maintain a calm, solutions-focused, and professional leadership presence.
• Participate in team meetings, performance discussions, operational reviews, and other leadership activities as assigned.

Communication and Service Coordination

• Promote timely, respectful, and professional communication with clients, caregivers, families, Care Coordinators, and internal teams.
• Ensure staffing attempts, schedule changes, barriers, and next steps are documented accurately.
• Direct complaints, personnel issues, and sensitive matters through the appropriate management channels.
• Help resolve scheduling concerns without making promises that have not been confirmed.
• Promote collaboration among scheduling, recruiting, intake, Care Coordination, and leadership.
• Ensure stakeholders receive meaningful updates regarding staffing progress and unresolved barriers.

Individual Caseload Responsibilities

• Maintain a reduced individual caseload appropriate to the position’s managerial responsibilities.
• Staff assigned clients and respond to coverage needs.
• Process all exceptions associated with the assigned caseload.
• Maintain timely and accurate scheduling and exception documentation.
• Communicate professionally with clients, caregivers, Care Coordinators, and internal partners.
• Escalate authorization, staffing, service, payroll, or documentation barriers appropriately.
• Model the performance, responsiveness, and accountability expected from other schedulers.

AlayaCare Readiness

• Complete assigned 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 that schedules, open shifts, caregiver availability, client assignments, and related documentation can be managed accurately in AlayaCare.
• Document system limitations, workflow gaps, unresolved questions, and operational risks for the Scheduling Hub Director.
• Help develop procedures and training materials after final workflows are confirmed.
• Coordinate with the Payroll & Exceptions Manager to ensure scheduling activity flows correctly into visit verification and payroll preparation.

Shared Leadership and Cross-Coverage

• Coordinate closely with the Payroll & Exceptions Manager throughout the week.
• Continue monitoring urgent staffing and client-coverage risks on Monday and Tuesday.
• 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 reasonable geographic alignment, and balance workload.

What We’re Looking For

• 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.
• 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.
• Previous team-lead or supervisory experience preferred.

Schedule and On-Call Expectations

The position’s current regular schedule is Monday through Friday, 8:00 a.m.–4:00 p.m. Assigned workdays or hours may be adjusted based on operational and business needs.

The manager will remain part of the department’s on-call rotation and must fulfill assigned evening, weekend, or holiday on-call responsibilities. Schedule changes and on-call assignments will be communicated in accordance with company procedures.

Remote Work Expectations

The employee must remain available and responsive during assigned working hours, maintain reliable internet and phone access, protect confidential information, monitor established communication channels, and promptly communicate barriers or emerging coverage risks.

Compensation and Evaluation Period

During the evaluation period, performance will be assessed based on leadership effectiveness, execution of assigned responsibilities, individual caseload performance, communication, accountability, collaboration, and operational results within the manager’s assigned workstream.

At the conclusion of the three-month period, leadership will evaluate whether the managerial appointment will continue. This review will be conducted in consultation with Human Resources and in accordance with company policies.

Working Conditions and Travel

• Prolonged periods sitting at a desk and working on a computer.
• Work may be performed remotely, from a home office, and/or from an agency office as assigned.
• The role may require schedule flexibility to respond to urgent coverage needs.
• Occasional office attendance, training, or business-related travel may be required.

Equal Opportunity Employer

PeopleCare Health Services is an Equal Opportunity Employer. We are committed to creating an inclusive workplace where all employees feel respected, valued, and supported.