Program Director

Cross Country Healthcare•Boston, MA

5d•$90 - $120•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 and a Most Loved Workplace. The Program Director will be responsible for the direct oversight and management of the Workforce Solutions Program partnership between Cross Country and aligned facilities. In this role, the Program Director will work in close collaboration with the Operations and Implementation teams, and client facilities to ensure that all components of the Workforce Solutions are delivered and managed for continuous performance improvement. The Program Director will develop and cultivate system-wide relationships with key facility stakeholders, from Staffing Office to C-Suite, to ensure excellent service delivery and customer satisfaction with the Managed Service Program. Workforce Solutions provides Managed Service onsite support, therefore working hours may need to be flexible as needed.

Requirements

Bachelor’s degree or equivalent experience
Minimum 5 years’ experience in clinical setting including medical, allied or nursing, or staffing industry
Workforce Solution staffing experience strongly preferred
Prior management and operations experience strongly preferred
Outgoing personality with ability to listen effectively
Ability to understand and evaluate clients staffing needs
Demonstrated exceptional communication and customer service skills
Work independently but also has a strong commitment to being a team player
Demonstrated analytical sense with excellent attention to detail
Ability to educate and motivate team members toward achievement of divisional/company
Ability to handle multiple tasks and thrive in a fast-paced, high-pressure environment
Ability to communicate and work in a harmonious, respectful, supportive manner with all internal & external clients
Must maintain a high level of confidentiality and integrity

Responsibilities

Develop client relationships within facilities to assess and manage client needs. Evaluates, coordinates and reports WFS activities with the organizational managers.
Foster an environment focused on client satisfaction, through implementation of WFS best practices and measurement of performance and service delivery.
Continually expand knowledge of healthcare staffing and managed services market trends, industry analyst updates, and competitive data by reviewing internal and external sources (journals, articles, studies, interactions with clients, etc.) to serve the client more effectively as a trusted advisor and consult on Cross Country Healthcare’s (CCH) services.
Collaborate with Supply Chain/ Contracts Manager and WFS team members to assist with negotiation of terms of contract and resolve issues related to terms & conditions and bill rates.
Works closely with applicable CCH brand leaders, Regional VPs and internal departments and leaders regarding services provided.
Actively engage in CCH cross-selling efforts by identifying viable revenue source referrals and communicating with all CCH business divisions to increase client touch points and grow market share.
Assists with completion of SWOT and Gap analysis for facilities to identify best practices for procurement of qualified staff to each facility / site.
Participates in the development and management of appropriate tools to evaluate and track customer satisfaction based upon services provided. Leverages quality of services through review of performance assessments and client satisfaction surveys. Participates in monitoring, analyzing, and reporting client satisfaction results, and trending.
Develop and champion customized solutions addressing financial, operational and workforce planning challenges and align solutions with desired outcomes.
Acts as liaison between facility and internal stakeholders to clarify and modify work processes and staffing practices across the organization. Acts a resource related to WFS process and VMS technology.
Ensures generation and distribution of utilization, activity, financial, key performance metrics, and service level agreement reports on a weekly, monthly, quarterly, or annual basis. Meets with key stakeholders to review.
Works closely and in conjunction with Workforce Solutions Implementation team to add services, including implementation of WFS at other health system facilities.
Proactively identify challenges, effectively proposes strategies, and execute solutions to resolve issues and /or respond to client requirements.
Conduct on-site visits and relationship building at all system facilities. Frequent travel may be required weekly to bi-weekly.
Coordinate and deliver quarterly and annual business review presentations at every level of organization, from facility to system level.
Responsible for reporting and distribution of site visit activities to Executive Sponsors, Operations and Workforce Management teams providing actionable information.
Act as brand ambassador for healthcare professionals on assignment to include coordinating and hosting outreach events.
Visit current staffing partners and prospective partners to ensure optimal support of clients.
Manage, provide supervision, role modeling and leadership for Workforce Solution team to drive client satisfaction, contractual and desired program outcomes.
Other duties as assigned