Client Success Program Manager

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

Reviews candidate profiles in the VMS for accuracy and presentation to the client

Builds and retains travel nurse headcount through consistent communication with vendors and the facility regarding new placements and extensions

Acts as primary contact between the MSO and vendors / facility representatives to meet their needs and expectations, and those of the program

Conducts first day arrival calls and QC calls for all placed travelers. Provides feedback to the MSO Operating Manager and vendor as necessary

Performs scheduled quality checks on all travelers. Provides feedback to the vendor and the Clinical team as necessary

Tracks all candidate submittals via VMS to ensure all are complete and submitted; tracks / obtains customer submittal responses and provides feedback to the vendors

Works with the Operations Program Coordinator and vendors to reconcile timesheets to ensure accurate billing is sent out timely.

Communicates all traveler status changes to respective vendor representatives in a timely manner

Attains client respect and trust by communicating status of agreed upon deadlines with the most qualified travelers available

Establishes and maintains professional relationship with the client / vendor contact to ensure consistency and quality each placement

Documents in hospital / unit file the candidate communications with pertinent information on assigned facility, area, duties etc.

prior to assignment start date

Ensures job orders are accurate and the credentialing / compliance teams receive the appropriate file requirements to effectively credential travelers

Develops and facilitates training for new Client Success Program Coordinators, and assists with cross training within the MSO

Provides coaching and leadership to members of the Client Services Program team

Assists MSO Operating Manager with workload distribution and KPI reporting for the team

Assists in resolution of administrative and operational gaps

Collaborates with the MSO Operating Manager on all aspects of assigned client base

Commitment to organizational core values : Integrity, Compassion and Excellence

Performs additional duties as requested by management

REQUIREMENTS AND EXPERIENCE

Two (2) year degree or equivalent experience

Minimum of two (2) years of experience in an account growth, customer service, or recruiting environment

At least one (1) year of supervisory experience

Prior work experience in the healthcare or staffing environment

Four (4) year degree is preferred

Working knowledge of hospital staffing and medical terminology

Prior experience working in a Vendor Management System (VMS)

Experience working in a remote capacity as an integral part of a team

Accuracy and attention to detail while meeting regular deadlines

Excellent verbal and written communication skills, including coordinating and leading conference calls

Strong problem solving and decision-making skills, including the ability to extrapolate from written procedures & policies

Excellent time management and organizational abilities while working in a fast-paced environment

Ability to operate independently in a sales environment, developing and maintaining business relationships

Strong customer service, negotiating and interpersonal skills

Ability to work effectively in a team environment and handle service issues with integrity, skill and professionalism while maintaining confidentiality during high stress situations

Computer literacy & advanced proficiency in MS Office applications; including Word, Excel, and Outlook

PHYSICAL DEMANDS AND WORK ENVIRONMENT

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

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

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.

Job will remain open until position is filled.