Scheduling Ops Mgr - Payroll & Exceptions

Scheduling Operations Manager — Payroll & Exceptions

Job Description

About the Role

PeopleCare Health Services is seeking a detail-oriented and accountable Scheduling Operations Manager — Payroll & Exceptions to lead the scheduling department’s exception-management and payroll-readiness workstream.

This manager is responsible for ensuring scheduling exceptions, manual timesheets, visit-verification issues, and related payroll-preparation activities are addressed accurately and on time. The role has primary operational leadership responsibility on Monday and Tuesday, leading up to the weekly Tuesday noon payroll deadline.

The Payroll & Exceptions Manager directly supervises assigned exception-support staff and provides functional direction to all schedulers regarding their exception and payroll-readiness responsibilities. Each scheduler remains responsible for completing the work associated with their own caseload. The manager monitors progress, verifies quality, provides coaching, coordinates support, and escalates unresolved concerns rather than routinely taking over another scheduler’s work.

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 — Staffing & Utilization as a same-level leadership partner. Both managers report to the Scheduling Hub Director and provide cross-coverage when necessary.

What You’ll Do

Payroll Readiness and Exception Management

• Lead scheduling-department payroll readiness, particularly on Monday and Tuesday.
• Ensure the department is prepared to meet the weekly Tuesday noon payroll deadline.
• Monitor scheduling exceptions, manual timesheets, missed clock-ins, missed visits, visit-verification issues, and other items affecting payroll readiness.
• Maintain visibility into whether exceptions have been fully processed and resolved, rather than merely reviewed or contacted.
• Establish daily payroll priorities and communicate clear expectations to schedulers and exception-support staff.
• Ensure each scheduler completes the exceptions associated with their assigned caseload.
• Monitor exception-support output, accuracy, productivity, and unresolved barriers.
• Identify exception types or workflow problems that are slowing completion.
• Coordinate appropriate assistance without routinely transferring one scheduler’s responsibilities to another employee.
• Provide the Scheduling Hub Director with timely updates regarding payroll readiness, unresolved risks, and recommended actions.

Quality Control and Risk Reduction

• Verify visit information and supporting documentation before clock-in corrections, visit approvals, or payroll processing recommendations are completed.
• Ensure caregivers are not clocked in or approved for visits without appropriate verification.
• Help prevent incorrect caregiver payments, unsupported billing, and inaccurate visit records.
• Confirm that manual timesheets contain the required information and appropriate signatures before processing.
• Route incomplete, conflicting, unsigned, or unsupported documentation for correction.
• Reinforce established EVV, scheduling, documentation, and payroll-preparation procedures.
• Escalate any exception to the Scheduling Hub Director when the correct resolution is uncertain.
• Obtain authorization from the Scheduling Hub Director before any off-cycle payroll request is submitted or processed.

Team Leadership and Accountability

• Directly supervise employees assigned primarily to exception-related work.
• Provide functional direction to all schedulers concerning exceptions and payroll readiness.
• Monitor individual and department progress toward established deadlines.
• Review work for accuracy, completeness, and compliance with established procedures.
• Provide timely, constructive coaching when productivity, quality, communication, or follow-through does not meet expectations.
• Document performance concerns and communicate them to the employee’s direct manager and the Scheduling Hub Director.
• Support clear accountability while maintaining professional and respectful communication.
• Lead the department’s operational priorities on Monday and Tuesday.
• Participate in team meetings, performance discussions, operational reviews, and other leadership activities as assigned.

Process Improvement

• Develop processes that reduce preventable exceptions, manual timesheets, and Monday payroll backlogs.
• Identify recurring patterns involving missed clock-ins, missed visits, EVV-exempt visits, incomplete documentation, and unprocessed exceptions.
• Identify repeat issues involving caregivers, clients, schedulers, or workflows and recommend appropriate corrective actions.
• Help distinguish between work that has been attempted and work that has been fully processed.
• Recommend training, workflow, documentation, and accountability improvements.
• Partner with scheduling, Care Coordination, payroll, and other operational teams to address recurring payroll-readiness problems.

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 documentation.
• Communicate professionally with clients, caregivers, Care Coordinators, and internal partners.
• Escalate authorization, staffing, service, or documentation barriers appropriately.
• Model the performance, responsiveness, and accountability expected from other schedulers.

AlayaCare Readiness

• Complete assigned AlayaCare training and become proficient in exception, visit-verification, scheduling, and manual-timesheet workflows.
• Participate in side-by-side user acceptance testing between AlayaCare and Catalyst.
• Validate that required exception and payroll-readiness activities can be completed 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 AlayaCare workflows are confirmed.
• Avoid implementing unapproved workarounds when an established process does not exist.

Shared Leadership and Cross-Coverage

• Coordinate closely with the Staffing & Utilization Manager throughout the week.
• Continue monitoring exception prevention and payroll-readiness concerns Wednesday through Friday.
• Remain knowledgeable about staffing, open shifts, caregiver availability, and client-coverage risks.
• Provide cross-coverage for the Staffing & Utilization Manager when needed.
• Respect the Scheduling Hub Director’s final authority concerning client prioritization and schedule composition.
• Support caseload structures that preserve continuity, maintain reasonable geographic alignment, and balance workload.

What We’re Looking For

• Experience in scheduling, payroll preparation, EVV, visit verification, staffing, home care, healthcare operations, or a related field.
• Strong attention to detail and the ability to identify documentation or processing errors.
• Ability to organize time-sensitive work and maintain progress toward firm deadlines.
• Strong analytical and problem-solving skills.
• Ability to monitor and coach employees without automatically taking over their responsibilities.
• Professional communication, coaching, and conflict-resolution skills.
• Ability to recognize and escalate payroll, performance, compliance, or system risks.
• Comfort using scheduling systems, Microsoft Office, reporting tools, and company technology platforms.
• Ability to maintain confidentiality and handle sensitive client, caregiver, scheduling, and payroll 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 unresolved 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.
• Work requires concentrated availability around payroll deadlines.
• 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.