Program Manager

Cross Country Healthcare

1d•$70,000 - $80,000•Onsite

About The Position

Cross Country is looking for top talent to join our team! We are a market-leading, tech-enabled workforce solutions and advisory firm with more than four decades of experience helping organizations solve complex labor and operational challenges. Recognized as a Top Place to Work by U.S. News & World Report and a Most Loved Workplace by Newsweek, Cross Country is committed to quality and excellence in everything we deliver. We were also the first public company to earn The Joint Commission Gold Seal of Approval® for Health Care Staffing Services Certification with Distinction — a standard we continue to uphold today. BASIC PURPOSE The Program Manager oversees the assigned facility/facilities for Cross Country and is the liaison between our Client, Cross Country support team and all active and potential Staffing Partners interested in servicing this client. Responsibilities include building positive and effective relationships with client and network and providing excellent customer service to client representatives, Cross Country team and all Staffing Partner employees. Individual must maintain professional follow-up and quality assurance consistent with Cross Country policies, procedures, and standards.

Requirements

Bachelor’s degree or equivalent experience
Minimum 3 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
Experience in Account management or involvement in large staffing account is a plus
Must be computer literate and able to effectively use Word, Excel, Windows, PowerPoint, and the VMS Technology
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 demonstrates strong commitment to being a team player and meeting team goals
Excellent attention to detail, analytical sense
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 and external clients
Ability to educate and motive team members towards achievement of MSP and company goals
Must always maintain a high level of confidentiality
Must act as a professional role model
Must be able to work with different teammates throughout the organization, deal with uncooperative or difficult individuals in a professional, calm, courteous manner.
Ability to think proactively in order plan and execute strategy
Ability to work in a fast paced, highly competitive, changing industry while maintaining customer focus
Must Possess strong ability to multitask and prioritize

Responsibilities

Develop client relationships within facilities to assess and manage client needs. Evaluates, coordinates and reports WFS activities with the organizational managers.
Fosters 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 more effectively serve the client 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.
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.
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.
Conduct on-site visits and relationship building at all system facilities. Frequent travel may be required weekly to bi-weekly.
Prepare and sometimes 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.
Other duties as assigned