Job Description

The Client Support Specialist cultivates and sustains effective client relationships by resolving process and services issues and advocating for AMN's Business Services teams in order to drive error-free invoicing, revenue capture, as well as client satisfaction.

Job Tasks:

• Welcome new facility clients to establish point-of-contact and facilitate onboarding process to educate on AMN Business Services processes (billing, payroll, customer support, etc).
• Answer incoming calls and emails from facility client contacts regarding billing/time processing questions, with a goal of providing first call resolution.
• Deliver AMN's Service Excellence to all levels of clients and internal customers, demonstrating exceptional written and verbal communication skills, to effectively negotiate or discuss complex issues.
• Develop escalation path with client facilities to ensure quick turnaround of service issues.
• Diffuse dissatisfied customers by demonstrating empathy in response to verbal and written communications in order to address complex issues and maintain customer loyalty.
• Resolve invoice discrepancies by collecting, researching and analyzing information in PeopleSoft, Great Plains, AMIE, and COVEO, and acting as a liaison between the client contact and internal partners (i.e. sales, billing, etc.)
• Process all statutory requirements (paycheck, etc) for California clinicians' last day worked.
• Communicate regularly with new and existing clients to discover or update timecard submission processes, and document Preference Notes in AMIE.
• Log and track each customer case in Connect (Customer Relationship Management system) to maintain historical records on all customer interactions.
• Utilize strong diagnostic and prioritization skills to identify process improvement opportunities based on client feedback or AMN company goals to increase revenue capture and/or client satisfaction levels.
• Leverage AMN project management tools or other available resources to plan, execute and measure process improvement initiatives which align facility needs with AMN service delivery practices.
• Apply change management techniques and tools with facility clients and internal partners to increase probability of adoption of new or improved processes (e.g. pay cycle changes, new processes, client feedback, etc).
• Conduct daily communications with facility clients to obtain confirmation of hours worked to help expedite payroll and billing processes, including verbal timecards.

Education, Certifications & Experience

Minimum Education/Certifications:

• Bachelor's Degree

Minimum Experience:

• 2-4 years in a fast paced, externally facing customer support department

Preferred Experience

• One year leadership or supervisory experience
• General Accounting, Payroll, and/or Sales experience.

Respect • Passion • Continuous Improvement • Trust • Customer Focus • Innovation

AMN Healthcare is an EEO/AA/Disability/Protected Veteran Employer

We encourage minority and female applicants to apply

We value professionalism in everything we do - this includes the professional presence we project as we interact with internal and external customers.