Client Services Specialist

Client Services Specialist

Location: Casselberry, FL

Department: Client Services

Reports to: Manager of Client Services – Placement

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Summary of Position Role/Responsibilities

The Client Services Specialist is responsible for all and any matters related to client and Health Care Professionals (HCP) job confirmations. This role will be responsible to review and confirm client assignment details, including, but not limited to, client bill rates and HCP pay rates for any newly placed HCPs. The Client Services Specialist plays an important role in ensuring efficient and consistent communication with HCPs’ and Clients.

Essential Functions of The Job

People

  • Be a champion for Avant Healthcare Professionals goals, our people, and our mission, exemplifying our values, while supporting Avant’s strategic business-building initiatives
  • Foster an environment that values the client and Health Care Professionals
  • Communicate with clients regularly to understand their needs as it relates to interview platforms and execution of overall client interviews
  • Strive to understand both the client and HCP needs to assist with an effective confirmation process

Process

  • Act as the main point of contact for HCP Job confirmation questions or concerns
  • Ensure job confirmations are sent to Healthcare Professionals and clients, returned, completed appropriately, and updated into all databases
  • Escalate any issues or non-responsiveness, from client or HCP, as appropriate, to the respective Client Services Manager (CSM)_or Account Manager to ensure timely job confirmations
  • Perform careful review of job confirmations for clients and HCPs to ensure base rates, shift differentials and on-call rates are accurate based on the terms of the client contract and any applicable schedules and addendums  
  • Maintain constant communication with HCPs through, e-mail, telephone, and any other necessary methods regarding job confirmations
  • Troubleshoot issues and offer solutions that are mutually beneficial to the client and Avant
  • Update internal databases and needed reports to ensure all systems have accurate and up to date assignment specific information as provided by the client  
  • Communicate to all internal departments regarding job confirmation activities to ensure any changes that may impact a start date are known
  • Create and prepare information related to client updates from internal database (ABMS) for respective CSM

Productivity

  • Assist in securing receipt of job confirmations from clients and HCPs within 24-48 hours of job confirmation submission
  • Ensure timely responses to HCP inquiries by providing answers within 24-48 hours of receipt of communication
  • Escalate any client questions related to job confirmations to the respective Client Services Manager and or Account Manager within 24 hours of receipt of communication
  • Conduct weekly audits of the bi-weekly arrival groups to ensure all HCP and client job confirmations have been received and signed within expected timeframes
  • Perform consistent follow-ups via phone and email on all sent/outstanding HCP job confirmations
  • Collaborate with the Client Services Managers and Account Managers daily to ensure all client questions have had follow-up and confirmations are returned from the client within 24-48 hours of submission
  • Update internal databases timely and correctly daily

Marginal Functions of The Job

  • Other duties as assigned
  • Creation and maintenance of SOPs related to job function

Normal Work Schedule

This is a full-time position. Standard business hours are Monday through Friday 8:00 AM to 5:00 PM. Hours outside of normal business hours may be required to meet client needs

Education, Training, And Experience

  • Minimum of a bachelor’s degree is required or equivalent combination of education and experience
  • Minimum of 3 years of customer service experience required
  • 2+ years of experience in administrative procedures and/or data entry preferred
  • Strong time management, attention to detail and planning skills
  • Healthcare experience a plus
  • Marketing experience beneficial
  • Strong Oral and written communication skills
  • High proficiency in computer software applications and Microsoft Office (Word, Excel, PPT, Databases)

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

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.