Employee Support Services Specialist II

Employee Support Services Specialist II

Location: Maitland, FL

Department: Field HR

Reports to: ESS 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 ESS Specialist II is responsible for providing support and constant communication with the Healthcare Professionals (HCPs) on staff as they adjust to life and work in the United States. This role will collaborate with multiple departments to effectively pre-empt contract issues to prevent escalation and resolves problems for HCPs on assignment. The ESS Specialist II will also provide support and assist to the ESS Specialist I with any complex concerns.

Essential Functions of the Job

  • Collaborate with the team and internal departments to effectively develop unique plans of action to persuade, support, and solve issues
  • Act as the main point of contact for tier one escalations to assist ESS Specialists I
  • Contact HCPs by scheduling and communicating in person, via phone, text, email, instant messaging, etc.
  • Build trust and professional meaningful relationships with field staff employees for their retention and success
  • Pre-empt and resolve issues that may lead to termination of contract by client or employee
  • Serve as a first point of contact and support for HCPs on assignment by offering support, advice, and solutions when needed
  • Guide HCPs in dealing with any physical, psychological, and emotional aspects of moving within one state, or state to state
  • Recognize the needs of HCPs and provide coaching to help them acclimate to the U.S.
  • Attend various weekly meetings to report updates, concerns, and issues and be involved in seeking the best solution for HCPs and internal departments including but not limited to Client Services and Clinical Operations
  • Assist the Clinical Team with internal CARE program process as needed
  • Manage HCPs personal time off and continuing education requests
  • Operate and update company database and reports and communicate updates to all necessary parties

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 degree required, Bachelor’s degree in communications, psychology/counseling, business administration, or related degree preferred, or equivalent combination of education and experience
  • Minimum of 2 years related experience in counseling, customer service, global mobility, or business fields required
  • Experience working / living outside the U.S. preferred
  • Ability to collaborate and work in a team environment
  • Strong organizational and time management skills
  • Excellent verbal and written communications skills with people from other cultures and diverse backgrounds?
  • 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 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.
  • 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.