Account Manager MSP

Cross Country Healthcare

3d•$50,000 - $50,000•Onsite

About The Position

Cross Country is a market-leading, tech-enabled workforce solutions and advisory firm with over four decades of experience. We help organizations solve complex labor and operational challenges and are recognized as a Top Place to Work by U.S. News & World Report and a Most Loved Workplace by Newsweek. We are committed to quality and excellence and were the first public company to earn The Joint Commission Gold Seal of Approval® for Health Care Staffing Services Certification with Distinction. The Account Manager is responsible for the daily management of maintaining and increasing maximum productivity for all aligned MSP account(s), ensuring efficient position management. This role involves developing and maintaining optimal rapport with client contacts through a self-directed functional team concept, managing positions, candidate submissions, confirmations, and issue resolution, all while providing excellent customer service. The Account Manager will manage short-term and long-term travel assignments for Nursing, Allied, and non-clinical staff.

Requirements

Minimum 2+ years’ Account Management experience in healthcare staffing and use of MSP technology.
Knowledge of the healthcare staffing industry.
Proven track record of working with multi-disciplinary teams to provide exceptional customer service.
Solid sales acumen.
Strong customer service skills.
High School Diploma or equivalent required.

Nice To Haves

Bachelor’s degree preferred or any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Responsibilities

Effective position management, including the use of client 3rd party systems and CCH technologies, ensuring accurate performance metrics data (fill rates, time to fill, renewal rates).
Conduct order management discussions with client Hire Managers for accurate and complete order intake.
Update and maintain templates for client Positions Notes.
Understand facility needs and match appropriate candidates to open positions.
Distribute open positions to appropriate supplier partners for MSP facilities.
Review all applications thoroughly for quality and compliance with internal or contract standards, maintaining MSP Service Level Agreement standards (profiles reviewed and dropped or submitted within 4 business hours of submission).
Aggressively "sell" the healthcare professional and Cross Country to facilitate job interviews.
Proactively and aggressively call facilities to add and update needs or information.
Daily contact with all facilities following up on pending submissions, extensions, renewals, and P1s.
Document and communicate submission status and placement or declination of positions to all parties.
Negotiate with internal and external clients.
Act as a liaison between Recruiters, approved vendors, and facilities, confirming contract details and assignment-specific information (start date, shift, time off approvals, etc.).
Build strong working relationships with all Cross-Country teams/departments and collaborate with Cross Country Staffing Team members to effectively manage facilities’ needs, offering staffing solutions (e.g., MSN based traveler, travelers picking up per diem shifts).
Deliver superior service to all internal and external customers, operating professionally and positively, exhibiting dedication to diversity, fair treatment, mutual respect, and trust, and ensuring concerns are addressed timely.
Monitor production of aligned associates and ensure accurate and timely performance of duties, escalating concerns as needed.
Ensure and provide appropriate coverage (backup) when aligned associates or colleagues are out of the office.
Participate in meetings to develop and deliver Quarterly/Annual Business Reviews, presentations, operational calls, and meetings as requested.
Mentor, train, and provide direction to support team members (e.g., AM Juniors, Data Entry, and Associates).
Perform other duties as assigned, with or without accommodation.