Client Relationship Manager

Client Relationship Manager

Location: Casselberry, FL

Department: Client Services

Reports to: Director of Client Services


Summary of Position Role/Responsibilities 

The Client Relationship Manager (CRM) is responsible for developing and managing key client relationships once the client has actively working Avant HCP’s on assignment. The focus of the role is on maintaining client satisfaction, retention and growth of the account. The CRM will continually review and seek ways to build additional value in delivery to clients and enhance the overall client experience, in conjunction with the Client Services Manager and other Avant departments. 

Essential Functions of The Job 

  • Act as a point of contact for client questions and concerns regarding actively working healthcare professionals 
  • Monitor service levels and key metrics to ensure expected delivery performance is met
  • Serves as a client advocate, working closely with other departments to continually improve Avant’s service and support while proactively identifying new opportunities to meet and exceed client needs
  • Coordinate with other departments, including Client Services Manager, Payroll, Billing, Employee Support, HR, Clinical Nursing and Clinical Therapy to resolve client and HCP matters 
  • Active involvement on calls regarding client complaints and concerns to seek timely and mutually beneficial resolutions 
  • Troubleshoot issues and offer solutions that are mutually beneficial to the client and Avant 
  • Maintain constant communication with clients through e-mail, telephone and other communication methods
  • Partner with other departments as needed to ensure a smooth placement term for the client and HCP 
  • Create and submit client update reports to the Client Service Managers, as needed
  • Responsible for database accuracy and regularly updates ABMS to reflect current information on concerns, complaints, EOC details, client specifics and HCP assignment status details
  • Work with Business Development to identify or follow up on future placement opportunities to increase open orders
  • Attend weekly meetings and is responsible to report updates, concerns, and issues and be involved in seeking the best solution for all parties
  • Manage upcoming “EOC” (end of contract) communication with the HCP and client.
    • Provide education regarding conversion process and encourage the discussion between Client and HCP
    • Understand information from this discussion to determine conversion date or need for PITA (Post Initial Transfer Assignment) to complete Avant employment term 
  • Participate in client retention visits with other Avant department members, where overnight travel may be required
  • Create monthly hourly reports for Clients as requested and weekly actives report for SVP of Operations and/or Director of Client Services 
  • Actively manage multiple reports and analyse the data to determine when CRM intervention and support is needed to assist in providing resolution and proactive measures
  • Collaborate with HR & Benefits Team to approve and arrange PTO, FMLA, Worker’s Comp and return to work clearances with the clients
  • Relay any updates on work status and approvals/denials to appropriate parties within Avant
  • Provide follow-up on HCPs who have converted to ensure completion of Avant assignment term
  • Build and maintain meaningful relationships with key personnel for assigned client accounts

Marginal Functions of The Job

  • Other duties as assigned

Supervision 

  • Typically provides supervision and direction to professionals and other support staff of assigned unit.

Normal Work Schedule

This is a full-time position. Standard business hours are Monday through Friday 8:00 AM to 5:00 PM. 

Education, Training, And Experience

  • Minimum of a bachelor’s degree preferred in a related field
  • Prior sales and account management experience required
  • Customer Service and Marketing experience would be considered an asset

Required Licenses, Certifications, and Other Specific Requirements of Law

  • Health Insurance Portability and Accountability Act (HIPAA) certification

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. 
  • Travel may be required

Communication 

  • Internal: Daily contact with professional staff members, and contracted field staff.
  • External: Regular contact with vendors. 

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.