Job description
SUMMARY
The Client Success Program Manager engages daily with the facility and vendor representatives to ensure contract compliance and fulfillment of traveler needs throughout the Bon Secours Mercy Health (BSMH) system. This role will serve as a leadership member of the program and will be responsible for training and mentoring the Client Success Department within the Managed Service Organization (MSO), while also taking on duties as a Client Success Program Coordinator.
RESPONSIBILITIES
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Reviews candidate profiles in the VMS for accuracy and presentation to the client
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Builds and retains travel nurse headcount through consistent communication with vendors and the facility regarding new placements and extensions
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Acts as primary contact between the MSO and vendors/facility representatives to meet their needs and expectations, and those of the program
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Conducts first day arrival calls and QC calls for all placed travelers. Provides feedback to the MSO Operating Manager and vendor as necessary
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Performs scheduled quality checks on all travelers. Provides feedback to the vendor and the Clinical team as necessary
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Tracks all candidate submittals via VMS to ensure all are complete and submitted; tracks/obtains customer submittal responses and provides feedback to the vendors
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Works with the Operations Program Coordinator and vendors to reconcile timesheets to ensure accurate billing is sent out timely.
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Communicates all traveler status changes to respective vendor representatives in a timely manner
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Attains client respect and trust by communicating status of agreed upon deadlines with the most qualified travelers available
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Establishes and maintains professional relationship with the client/vendor contact to ensure consistency and quality each placement
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Documents in hospital/unit file the candidate communications with pertinent information on assigned facility, area, duties etc. prior to assignment start date
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Ensures job orders are accurate and the credentialing/compliance teams receive the appropriate file requirements to effectively credential travelers
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Develops and facilitates training for new Client Success Program Coordinators, and assists with cross training within the MSO
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Provides coaching and leadership to members of the Client Services Program team
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Assists MSO Operating Manager with workload distribution and KPI reporting for the team
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Assists in resolution of administrative and operational gaps
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Collaborates with the MSO Operating Manager on all aspects of assigned client base
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Commitment to organizational core values: Integrity, Compassion and Excellence
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Performs additional duties as requested by management
REQUIREMENTS AND EXPERIENCE
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Two (2) year degree or equivalent experience
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Minimum of two (2) years of experience in an account growth, customer service, or recruiting environment
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At least one (1) year of supervisory experience
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Prior work experience in the healthcare or staffing environment
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Four (4) year degree is preferred
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Working knowledge of hospital staffing and medical terminology
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Prior experience working in a Vendor Management System (VMS)
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Experience working in a remote capacity as an integral part of a team
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Accuracy and attention to detail while meeting regular deadlines
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Excellent verbal and written communication skills, including coordinating and leading conference calls
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Strong problem solving and decision-making skills, including the ability to extrapolate from written procedures & policies
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Excellent time management and organizational abilities while working in a fast-paced environment
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Ability to operate independently in a sales environment, developing and maintaining business relationships
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Strong customer service, negotiating and interpersonal skills
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Ability to work effectively in a team environment and handle service issues with integrity, skill and professionalism while maintaining confidentiality during high stress situations
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Computer literacy & advanced proficiency in MS Office applications; including Word, Excel, and Outlook
PHYSICAL DEMANDS AND WORK ENVIRONMENT
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Must have use of sensory skills to effectively communicate and interact with other employees and the public through use of the telephone, email, video conference and face to face contact
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Must have manual dexterity, visual acuity and hearing acuity to effectively use and operate office related equipment such as but not limited to a computer, copier, scanner, camera, phone, headset, keyboard and mouse
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Must be able to sit for extended periods of time at a keyboard and workstation with low periods of reaching and standing
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
Ingenovis Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.
RESERVATION OF RIGHTS
Essential functions contained within this job description are listed above; they are subject to change at any time due to reasonable accommodation or other reasons set forth by management.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
Ingenovis Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.
Compensation Range
$59,400.00 - $74,300.00
Benefits include: health, dental, vision, FSA/HSA, company-paid life & disability insurance, 401K w/ employer match, paid time off, paid parental leave, and tuition reimbursement.
About Us
For more than 20 years, Trustaff has been a leading force in healthcare staffing. We build lasting relationships with both the talented healthcare professionals looking for their next job, and the organizations that need their skills at the bedside, offering the best travel nursing assignments across the country.
Trustaff places both nurses and allied professionals for traditional 13-week assignments and places them at hundreds of top facilities across the nation. The team’s focus is on personal service and human connection, developing lasting relationships between both job seekers and the organizations we serve.
We pride ourselves on making the right match between provider and assignment and that takes people who are problem-solvers, excellent listeners, able to uncover the needs of both the client and the candidate, and always looking for the best solution for all. If this is you, please visit www.Trustaff.com for more information or follow us on Facebook, Instagram, TikTok or LinkedIn to check out our vibe.
Trustaff is about more than just great jobs, it’s about great people.
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