Manager, Scheduling Continuity

Intercare Therapy; Los Angeles (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

Intercare Therapy is seeking a Scheduling Continuity Manager to protect and deliver therapy hours across school and behavioral health services. You will lead the scheduling continuity function, partner with Clinical, People & Culture, and Operations to keep authorized hours intact and improve resilience.

This role drives process improvement, oversees rescheduling, and explores agentic AI tools to speed makeup sessions and coverage.

Qualifications

• Minimum of 5 years of operations or scheduling leadership experience.
• Experience managing a team of 10+ across dispersed roles.
• Experience with AI-assisted scheduling tools preferred.

Responsibilities

• Directly manage scheduling continuity team and set clear performance expectations.
• Oversee day-to-day rescheduling and use designated coverage staff to recover sessions.
• Manage escalations with high level customer service.
• Own implementation of rescheduling processes and SOPs across service lines.
• Build dashboards and reports to monitor key metrics for leadership.

Skills

Operations leadership

Scheduling

People management

Data analytics

AI tooling

Tools

CentralReach

Salesforce

Job description

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City:

State:

California

Team

Post-Launch Operations

Working time

Full- Time

Description & Requirements

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Description

Salary: Starting at $80k

Location: Remote (available for on-site meetings, ~1x/quarter)

Job Description:

The Scheduling Continuity Manager ensures that scheduled therapy and school-service hours are protected and delivered once set. When a session is disrupted, this role owns getting those hours rescheduled — either through coverage (an alternative staff member delivers the session at its original scheduled time) or makeup hours (the session is rebooked at a different time, with either the original or an alternative staff member) — while maintaining a high-touch, responsive experience for families and staff throughout. This role leads the scheduling continuity function and partners closely with Clinical, People & Culture, and other Operational teams to keep authorized hours intact. The Scheduling Continuity Manager is also responsible for building the scheduling-continuity function to scale, including through the adoption of agentic AI tools that support faster, more reliable rescheduling.

Primary Responsibilities:

• Directly manage, coach, and develop the scheduling continuity team, setting clear performance expectations and providing regular feedback
• Oversee day-to-day rescheduling assignments, including the utilization of designated coverage staff, including Coverage Behavior Technicians (CBTs), to ensure disrupted sessions are recovered across school and behavioral health service lines
• Manage escalations, including complex rescheduling conflicts and client or staff concerns, with the highest level of customer service

Process Implementation & Continuous Improvement

• Own the implementation and consistent execution of rescheduling processes and standard operating procedures across the school and behavioral health service lines
• Monitor process adherence and identify gaps between how a process is designed and how it's being used in the field
• Gather and synthesize feedback from scheduling staff, clinical teams, field operations teams, and families on what's working and what isn't in current rescheduling workflows
• Develop and present recommendations for process changes and policy updates to leadership, and lead the rollout of approved changes
• Partner with Clinical, People & Culture, and other Operational teams to troubleshoot cross-functional issues that affect schedule continuity and efficiency (e.g., authorizations, cancellation rates, leaves of absence, etc.)

Technology & Agentic AI Enablement

• Serve as the scheduling-continuity function's primary stakeholder in the evaluation, selection, and implementation of new rescheduling technologies, including agentic AI and/or chatbot solutions
• Identify high-volume, rules-based rescheduling tasks (e.g., matching available coverage staff, rebooking makeup hours, routine call handling) as candidates for AI-assisted or AI-led workflows
• Partner with Technology and Clinical stakeholders to define requirements, evaluate vendor or in-house AI tooling, and pilot solutions within the scheduling continuity workflows
• Own data hygiene and workflow documentation readiness within the function — ensuring rescheduling data, SOPs, and decision logic are structured in a way that agentic tools can reliably act on
• Monitor AI-assisted workflows post-launch for accuracy, exception handling, and client/staff experience impact; elevate and course-correct as needed
• Build the team's operating model to flex as AI absorbs routine rescheduling work — redeploying staff capacity toward higher-judgment escalations and relationship-building activities

Performance Metrics & Reporting

• Own, track, and report on the team's core performance metrics, including:
• Call acceptance rate — the percentage of client/staff calls answered and handled in a timely manner
• Rescheduled hours — the percentage/volume of cancelled hours successfully recovered through coverage and/or makeup sessions
• CBT school-day scheduled hours percentage — the percentage of CBTs' available school-day hours that Care Coordinators successfully schedule toward coverage needs; this reflects Care Coordinators' effectiveness at maximizing use of available CBT capacity, and is distinct from CBTs' overall billable/non-billable percentage and attendance, which are owned by the Manager, School Operations
• Client Satisfaction — Net Promoter Scores related to rescheduling and customer service when applicable
• Build and maintain regular dashboards and reports on these metrics for leadership, flagging trends, risks, and opportunities
• Set targets and action plans to improve underperforming metrics, and hold the team accountable to them
• Analyze data to identify root causes of low call acceptance, low rescheduling rates/missed coverage opportunities, or low client satisfaction, and drive corrective action

Capacity Planning & Resource Allocation

• Identify patterns of missed coverage through data analysis and inform staffing decisions on where additional Coverage Behavior Technicians are needed.
• Monitor authorized-hours delivery across clients and proactively address gaps caused by cancellations, no-shows, or staffing disruptions

Compliance & Quality Assurance

• Ensure rescheduling practices comply with labor law requirements (breaks, lunches, overtime) and payer/authorization requirements
• Audit scheduling data and related billing entries for accuracy and completeness, in partnership with the Billing team; this audit scope is limited to rescheduling-driven billing accuracy and is distinct from the Authorizations Coordinator's ownership of funding-source authorization audits
• Maintain confidentiality and compliance with HIPAA, FERPA, and other applicable regulations as they pertain to scheduling data and communications
• Ensure rescheduling practices support contractual and funding source requirements across both service lines

Required Skills and Experience

• Minimum of 5 years of experience in operations, scheduling, or workforce management, including at least 2 years in a people management role
• Experience with CentralReach and/or Salesforce strongly preferred
• Demonstrated experience leading process improvement initiatives (e.g., Six Sigma, Lean, or comparable methodology) with measurable outcomes
• Experience evaluating or implementing AI-assisted or automation tools in an operational setting preferred
• Strong analytical skills, with experience building dashboards/reports and using data to drive team accountability
• Excellent written and verbal communication skills, with experience managing escalations and cross-functional partnerships
• Demonstrated ability to manage and develop a team of 10+ across dispersed roles
• Ability to travel occasionally, if needed, to support in-person team or center needs
• Passion for helping families access autism therapy services