When the Schedule Stops Working: How SSM Health Reimagined Workforce Management for Nurses

Dec. 3, 2026 at 12:00 pm CT

When the Schedule Stops Working: How SSM Health Reimagined Workforce Management for Nurses

Nurse leaders know the signs: schedules take too long to build, last-minute gaps keep managers scrambling, and it’s hard to see where staff are needed most. When workarounds become routine, it may be time to rethink workforce management.

Join SSM Health’s Jessica Potts, Vice President of Workforce Strategy and Operations, and Caitlyn Obrock, RN, MBA, System Director of Workforce Strategy and Scheduling, to hear what prompted SSM’s transformation and how nursing leaders helped shape its direction. They’ll share lessons on executive alignment, manager readiness, frontline adoption and the challenges of moving from familiar processes to a new approach.

Learn how SSM continues to evolve workforce management to better support nursing operations.

Learning Outcomes:

• Recognize when scheduling and staffing process are adding to nurse leader and manager workload. 
• Discover how to build a clear case for change and bringing nursing's perspective into technology decisions.
• Uncover how to prepare managers and frontline teams for new ways of working.
• Learn how to support adoption through strong communication, governance and partnership.
• Learn how to use workforce data and technology to improve visibility, make more informed staffing decisions and better use internal resources.

About the Presenter

Jessica Potts, Vice President of Workforce Strategy and Operations, SSM Health

As the System Vice President of Workforce Strategy and Operations at SSM Health, Jessica leads the design, implementation, and evaluation of innovative workforce solutions that optimize patient outcomes, safety, and satisfaction. She has over 15 years of experience in the hospital and health care industry, with a Doctor of Nursing Practice in Nursing Leadership and Innovations in Health Care from the University of Missouri-Columbia and a Master of Science in Nursing Leadership from Webster University.

Caitlyn Obrock, RN, MBA, System Director of Workforce Strategy and Operations, SSM Health

As System Director of Workforce Strategy and Scheduling at SSM Health, Caitlyn leads comprehensive workforce planning and optimization efforts for a healthcare system supporting over 55,000 employees. Her role focuses on unifying timekeeping, attendance, scheduling, provider scheduling and workforce technology into a modern platform that enhances operational efficiency, employee satisfaction and data-driven decision-making.  

With expertise in operating models, recruiting and communication, she oversees a diverse workforce portfolio, including clinical and non-clinical contingent labor, on-demand workforce solutions and international programs. Passionate about workforce modernization and innovation, she contributes to organizational agility and operational excellence, ensuring healthcare delivery meets evolving needs while fostering environments where individuals and teams thrive.

Courtney Green, MSN, RN, NE-BC, Senior Vice President of Nursing and Allied Health Staff Solutions, QGenda

With more than two decades of experience in nursing leadership and healthcare operations, Courtney is dedicated to advancing the way healthcare organizations manage, empower and engage their workforce. As Senior Vice President of Nursing and Allied Health Staff Solutions, she brings a seasoned, systems-level perspective to workforce planning, staffing strategy and healthcare technology, delivering innovative, sustainable solutions that improve both patient outcomes and organizational performance.

Rooted in her clinical foundation as a nurse and guided by executive vision, she leads with empathy, accountability and data-driven insight. Her focus is on creating environments where caregivers can thrive, while enhancing staff experience, engagement and performance while ensuring operational excellence, compliance and safety.