Employee Support Services Manager

Employee Support Services Manager

Location: Maitland, FL

Department: Field HR

Reports to: Director of Field HR

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Do you want to change lives? Are you interested in helping international healthcare professionals achieve their American Dream? If so, join us at Avant!

Avant Healthcare Professionals is the premier recruiting and staffing specialist for internationally educated healthcare professionals and we have been named to the Inc. 5000 List of America's Fastest-Growing Private Companies for 7+ years. Our comprehensive program guides qualified registered nurses, physical and occupational therapists through each stage of the licensure and immigration process and makes it simple! Avant Healthcare Professionals has grown 40 percent annually since its inception in 2003, and with healthcare and social assistance employment projected to grow by 3.4 million, healthcare staffing is a thriving industry. While experiencing a period of tremendous growth, Avant offers tremendous opportunities for eager professionals looking for an opportunity to build their career.

Summary of Position Role/Responsibilities

Under the supervision of the Director of Field HR, the ESS Manager is responsible for overseeing the day-to-day activities of the ESS Specialists. This role is responsible for the departmental development of the ESS team members, processes, and workflows necessary to achieve desired objectives and services. Pre-empt on contract issues with field staff to prevent escalation leading to termination or breach of contract.

Essential Functions of the Job

  • Supervise day to day activities of the ESS team and all aspects related to the management of the team including but not limited to; directing or assigning work, training, appraising performance, and addressing or resolving staff issues that may arise.  
  • Participate in the interviewing and hiring process for any new ESS Specialists on the team
  • Liaise with all Avant departments to answer and resolve field staff questions or concerns.
  • Discuss escalated issues with the Director of Field HR to develop resolutions and provide the ESS team with feedback and direction
  • Lead, attend and/or participate in meetings with other team members and departments as necessary
  • Identify and work with the Director of Field HR to resolve issues that arise during the HCP’s assignment
  • Assist the ESS Specialists with providing logistical and emotional support to HCPs during their assignment
  • Pre-empt and resolve issues that may lead to termination of contract by client or employee.
  • Collaborate with the Clinical and Client Services Teama during the remediation process.
  • Assign HCPs to ESS Specialists within ABMS
  • Monitor ABMS Tasks accordingly for assigned HCPs
  • Run reports on a regular or ad hoc basis to the Director of Field HR as needed

Marginal Functions of the Job

  • Other duties as assigned

Normal Work Schedule

This is a full-time position, and core hours of work and days are Monday through Friday from 8:00 AM to 5:00 PM. This role requires availability outside of normal business hours, as needed, for effective operation of the business. 

Education, Training, and Experience

  • Minimum of a Bachelor’s degree in communications, psychology/counseling, business administration, or related degree required, or equivalent combination of education and experience
  • Minimum 2 years of supervisory experience required
  • Minimum 5 years of experience in counseling, customer service, or business fields required
  • Experience working/living outside the U.S. preferred
  • Excellent verbal and written communications skills with people from other cultures and diverse backgrounds 
  • Ability to build strong relationships and mentor others on a team effectively
  • Ability to quickly identify, adapt and apply critical thinking skills to troubleshoot and resolve issues
  • Proficient with Microsoft Office products, Adobe, and electronic database management

Required Licenses, Certifications, and Other Specific Requirements of Law

  • Health Insurance Portability and Accountability Act (HIPAA) certification, or ability to obtain

Other Characteristics of The Position

Physical Demands:

  • Sitting for long periods at a time
  • Regularly required to talk or hear
  • Occasional lifting of office supplies up to 20 lbs.
  • Vision abilities including close vision and ability to adjust focus

Mental Demands:

  • Must understand and follow a set of clear oral and/or written procedures without deviation
  • Performs repetitive routine tasks
  • Withstand moderate amounts of stress
  • Must adhere to a provided work schedule to meet a set of qualitative production standards
  • Perform tasks that vary little from day to day
  • Implements others’ decisions/procedures with little judgment required
  • Must relay information orally

Work Environment:

  • This job operates in a professional office environment.
  • This role routinely operates standard office equipment.
  • Minimal travel required.

Statement of Responsibility for Confidential Data

  • Has access to, and requires daily use of, confidential records.
  • Required by federal law to maintain strict confidentiality of “Avant” employee information and maintain security of such information.
  • Proprietary Information and Non-Conflict Agreement required.

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Avant Healthcare Professionals is an Equal Employment Opportunity (EEO) employer and does not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran's status or any other basis protected by applicable discrimination laws.

Avant Healthcare Professionals is a member of the Jackson Healthcare family of companies.