Client Success Specialist I

Client Success Specialist I

Location: Maitland, FL

Department: Client Services

Reports to: Account Manager

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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

The Client Success Specialist I is responsible for the day to day activities related from the finalization of confirmations to coordinating activities with client for assignments starts for the healthcare professionals (HCPs). The Client Success Specialist I plays an important role in ensuring efficient and consistent communication with HCPs and Clients.

Essential Functions of the Job

  • 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 healthcare professionals
  • Serve as point of contact for HCPs and clients job confirmation questions or concerns
  • Communicate with clients to understand requirements for QA process and assignment starts
  • Strive to understand the client and HCP’s needs to assist timely delivery of materials related to assignment start
  • Act as the main point of contact for HCP job confirmation questions or concerns
  • Maintain constant communication with HCPs through, e-mail, telephone, and any other necessary methods regarding job confirmations
  • Ensure job confirmations are sent to HCPs and clients, returned, completed appropriately, and updated into all databases
  • Coordinate Meet and Greets with the assigned client on behalf of the HCP while maintaining proper and timely communication with the transitions team and all other internal departments as needed
  • Escalate any issues or non-responsiveness from client or HCPs, as appropriate, to the respective Client Success 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
  • Compile and maintain accurate list of client requirements within all internal databases (QuickBase) & liaise with other departments to provide these updates as needed
  • 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 activities that may impact a start date are known. Create and prepare information related to client updates from internal database (QuickBase) for respective CSM productivity
  • Assist in securing receipt of job confirmations from clients and HCPs within 24-48 hours of job submission
  • Ensure timely responses to HCP inquiries by providing answers within 24-48 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
  • Perform consistent follow ups with external and internal departments to ensure on time assignment starts
  • Collaborate with the Client Success 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 for contact information and accurately 
  • Provide all posting documents to clients within timelines provided by the Immigration team
  • Creation and maintenance of SOPs related to job function.

Marginal Functions of the Job

  • Other duties as assigned

Normal Work Schedule

This is a full-time position. Standard business hours are Monday through Friday 8:00 AM to 5:00 PM. Additional time outside of these hours may be needed to complete the essential functions of the job.

Education, Training, and Experience

  • Associate’s degree required; Bachelor’s degree preferred; or equivalent combination of education and experience

  • Minimum of 1 year of customer service experience required
  • 1-2 years of experience in administrative procedures and/or data entry preferred
  • Strong time management, attention to detail and planning skills
  • Healthcare experience a plus
  • Strong oral and written communication skills
  • High proficiency in computer software applications and Microsoft Office (Word, Excel, PowerPoint, databases)

Required Licenses, Certifications, and Other Specific Requirements of Law

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

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.

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.