• 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 • 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 • 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 • 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 • 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 • 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

• Oversee the activities of the department and its instructors in training members of the Operations team • Maintain Kronos time records for direct reports • Attend and audit new hire classes and follow up with department supervisors on customer satisfaction • Handle Quality Management System (QMS) floor training using Floor Training Tracker • Conduct needs assessments with department supervisors; evaluate training materials, recommend improvements and serve as a training instructor when necessary • Generate special reports from the Employee Training Database and timekeeping system • Organize and execute a process for maintaining, filing and storing all training records; enter paper records into electronic format in the database to ensure compliance in the Records Retention Matrix • Energize the QMS training process by generating and distributing required training rosters and sign-off sheets, ensuring compliance with QMS training requirements • Organize and maintain the supporting organizational structure in the Employee Training Database (employees, roles and associated QMS training requirements) to reflect the quality training requirements of the organization

• Oversee the activities of the department and its instructors in training members of the Operations team • Maintain Kronos time records for direct reports • Attend and audit new hire classes and follow up with department supervisors on customer satisfaction • Handle Quality Management System (QMS) floor training using Floor Training Tracker • Conduct needs assessments with department supervisors; evaluate training materials and recommend improvements • Serve as a training instructor when necessary • Generate special reports from the Employee Training Database and timekeeping system • Organize and execute a process for maintaining, filing and storing all training records • Ensure compliance in the Records Retention Matrix • Energize the QMS training process by generating and distributing required training rosters and sign-off sheets • Organize and maintain the supporting organizational structure in the Employee Training Database

• responsible for maximizing the conversion of customer sales into completed installations • lead the end-to-end operational performance of Brightspeed's order fulfillment process • own the critical operational metrics and cross-functional execution required to improve install conversion, reduce cancellations, optimize installation capacity, and eliminate friction throughout the order-to-install journey • establish operational governance, lead cross-functional 'War Room' initiatives, and leverage data-driven insights to continuously improve fulfillment efficiency and installation success • develop executive-level performance dashboards and operational scorecards