Job Description

The Associate Customer Account Manager (ACAM) resolves Healthcare Professionals' (HPs) questions or issues regarding paycheck earnings and deductions, federal and state taxation, and reimbursements in line with IRS guidelines. The ACAM manages an account of Healthcare Professionals and maintains industry recognized benchmarks (SSPA) for resolution time, Average Speed To Answer, and customer satisfaction. The ACAM works in partnership with an assigned group of internal business partners in order to increase higher customer retention, market share and revenue.

Job Tasks:

• Completes Touchpoints prior to start of assignment
• Resolves all first call resolution inquiries related to timekeeping and reimbursements
• Completes training assessments with a 85% score and above

• Manages Inbound/Outbound Call Volume
• Partners with Healthcare Professionals, Clients and Sales to collect approved Time Records to ensure timely pay/bill (SCI)
• Manage pay/bill discrepancies by partnering with internal and external customers.
• Log and Track each customer case in CRM tool to maintain historical records on all customer interactions.
• Respond to internal communications to ensure prompt resolutions.
• Educate Healthcare Professionals on navigating our self-service website for payroll information
• Establish payment plans for Earnings Overpayment with HPs
• Supports an HP Count of 175 or greater.

Minimum Education/Certifications:

• Bachelor's Degree or equivalent combination of education & experience

Minimum Experience:

• Achieve mastery in Customer Account Manager role (internal)
• 2-4 years in a fast paced, external facing Customer Support department.

Preferred Experience

• General Accounting, Payroll, or Banking experience
• leadership or supervisory 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

AMN Healthcare is committed to fostering and maintaining a diverse team that reflects the communities we serve. Our commitment to the inclusion of many different backgrounds, experiences and perspectives enables our innovation and leadership in the healthcare services industry.

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