Manager of Client Relationships

Manager of Client Relationships

Location: Casselberry, FL

Department: Client Services – Client Relationships

Reports to: AVP of Client Services

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Summary of Position Role/Responsibilities

The Manager of Client Relationships is responsible for developing and managing key client relationships once the client has Healthcare Professionals (HCPs) on assignment. The focus of the department is on maintaining client satisfaction, retention, and conversion. This role is accountable for the team’s ability to efficiently resolve and/or escalate client concerns and complaints in collaboration with any other applicable Avant corporate departments, to mitigate assignment terminations and cancellations. The Manager of Client Relationships is also responsible for team management, growth, and development.

Essential Functions of the Job

PEOPLE

  • Be a champion for Avant Healthcare Professionals’ goals, people and mission while exemplifying our values
  • Contribute to the company’s growth by identifying new opportunities to expand client and HCP engagement
  • Senior leadership point of contact for all matters specific to clients and HCPs on assignments
  • Build client confidence and maintain strong, long-lasting customer relationships by ensuring the teams provide consistent high-quality service
  • Assign workloads to team members, oversee daily team workflow and redirect work to meet changing client requests and HCP issues
  • Mentor and develop the team, providing guidance and direction, to find creative solutions when handling external (client/HCP) and internal challenges
  • Collaborate with Client Services and other Avant departments to ensure issues are being resolved and/or escalated appropriately and timely

PROCESS

  • Develop process improvements within the department to ensure client satisfaction and timely updates
  • Develop schedule with Avant Stakeholders to evaluate HCP and/or Client challenges to develop/execute strategy that improve the ongoing relationships
  • Partner with finance and placement teams regarding changes to pay rates, loyalty program and other financial items that may result in HCP rate changes to proactively identify any potential issues
  • Create an effective process and information flow between client services team and other departments (ESS, Actives, Clinical) by partnering with department leaders to develop strategy for HCP issues and collaboration for shared goals
  • Maintain frequent client communication and interactions to strengthen client relationships and ensure consistency and quality
  • Develop and deliver internal training programs for key stakeholders to ensure understanding of rules and contract governance for both client and HCP
  • Manage the Client Relationships team, including involvement in interviewing, hiring, and training department staff; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
  • Coordinate on a weekly or bi-weekly basis meeting with Client Services- Placement as needed to ensure alignment and proper knowledge sharing and collaboration
  • Review existing departmental established procedures and develop and implement changes as needed

PRODUCTIVITY

  • Ensure clarity around priorities and goals for the assigned functional area and regularly monitor KPI’s to identify barriers for success
  • Ensure that all client requests/issues are executed within assigned service timelines
  • Provide weekly status updates regarding team workload to include - conversion, breach, relocation, and PITA assignments
  • Guide the team to troubleshoot issues and offer solutions that are mutually beneficial to the client and Avant
  • Plan and attend client meetings as requested
  • Create and submit department update reports to SVP, AVP and Executive Leadership team as required

LEADERSHIP

  • Develop consistent metrics for Client Relations Managers
  • Collaborate with Client Services leadership to ensure purposeful flow of information as it relates to HCPs or clients.
  • Identify key clients and coordinate visits that may impact HCP and client working relationships
  • Foster a productive and empowering working environment by promoting accountability, collaboration, and open communication
  • In conjunction with AVP, develop the Client Service Dashboard and client reporting package(s)

Marginal Functions of the Job

  • Establish and ensure maintenance of departmental SOPs
  • Other duties as assigned

Normal Work Schedule

This is a full-time position, and core hours of work and days 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

  • Bachelor’s degree is required; prior relevant experience may be considered in lieu of degree
  • 5 years of customer service or account management experience required
  • 2-3 years healthcare experience required
  • Minimum of 3-5 years of direct supervision experience required
  • Outstanding communication, organizational, and time management skills
  • Intermediate competency with database management and other HRIS software required
  • Excellent computer skills in Microsoft environment (Word, PowerPoint, Excel, Adobe Pro/FoxIT)

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
  • Out of state travel may be required to visit client locations

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.