Manager, Production Management

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.We are seeking a proactive and highly organized Manager of Production Management to join the Signify Health team to oversee field service dispatch operations and the scheduling of in-home clinical evaluations. This role is critical to the successful delivery of our mobile care services, ensuring that every member receives timely, high-quality care from the most appropriate provider. This individual will oversee provider schedules, monitor appointment capacity across regions, and ensure optimal matching between members and clinicians based on geography, clinical scope, and availability.Using tools such as Salesforce Field Service (Home Health), this individual will serve as the operational nexus between contact center outreach teams, clinical field providers, and care coordination leadership-balancing workforce optimization with exceptional patient experience.Key Responsibilities

• Scheduling & Dispatch Operations
  • Match members to qualified providers using skills-based and geographic routing logic
  • Manage and adjust provider calendars to maximize appointment capacity and minimize travel time
  • Monitor real-time scheduling queues and resolve cancellations, reschedules, and routing issues
  • Confirm appointments and communicate logistics with both members and providers
• Contact Center Oversight
  • Collaborate with outbound call agents responsible for member engagement and appointment scheduling
  • Ensure contact center outreach is aligned with clinical goals, regional targets, and provider availability
  • Provide daily guidance on outreach priorities based on service territory and capacity constraints
• System Utilization & Workflow Management
  • Operate and maintain Salesforce Field Service to manage service appointments, provider work orders, and dispatch console workflows
  • Validate scheduling data, flag exceptions, and ensure accurate, timely documentation of operational changes
  • Leverage reporting tools and dashboards to monitor key performance metrics, such as provider utilization, appointment adherence, and member outreach conversion
• Operational Communication & Coordination
  • Serve as the real-time operational point of contact for field clinicians regarding schedule changes, navigation support, or patient readiness issues
  • Work closely with clinical leadership to track provider compliance, credentialing, and regional deployment plans
  • Coordinate with product management and IT teams on system enhancements or troubleshooting related to FSL or mobile provider tools

• 3+ years of experience in healthcare scheduling, dispatch, logistics, or contact center operations
• Familiarity with Salesforce Field Service (FSL) or similar workforce scheduling platforms
• Strong working knowledge of healthcare delivery models, including provider scope of practice, licensing, and in-home care workflows
• Exceptional organizational, prioritization, and multitasking skills under time-sensitive conditions
• Clear and professional communication skills-both written and verbal-with the ability to coordinate across multiple stakeholders
• Comfortable working in a fast-paced, tech-enabled environment with dynamic daily workflows

• Experience dispatching mobile medical teams, home health services, or in-home clinical assessments
• Previous supervisory experience of scheduling/dispatching team, including team training, shift management, etc.
• Knowledge of Medicare Advantage, chronic condition assessments, or risk adjustment documentation workflows
• Proficiency in workforce analytics tools (e.g., dashboards, route optimization, performance metrics)
• Bilingual preferred (especially Spanish or other commonly spoken regional languages)

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.