Description

SUMMARY

The purpose of the Manager of Account Management is to manage and lead a team of Account Managers and Account Coordinators in the following: develop contracted client relationships, promote, and educate customers about our services, obtain job orders, troubleshoot, and resolve problems, manage submittals and interview activity, ensure quality placements, and grow revenue profitably within contracted client accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Management Responsibilities
• Manage and lead a team of Account Coordinator and Account Managers
• Responsible for goal setting and Performance Management
• Oversee all Account Management needs to ensure maximum effectiveness
• Create exceptional, highly functional PPUSA Account Management team and provide regular coaching on Account Management challenges
• Partner with PPUSA Management team, HR, Marketing & IT to make recommendations and implement new Account Management metrics, tactics, methods and best practices
• Oversee daily, weekly, monthly team performance using agreed to reporting and metrics to track key indicators and develop plan to impact opportunity areas
• Support Sales Exec efforts in business development process
• Participate in Conference Calls and Meetings as needed
• Attend Conferences
• Provide oversight of the core functions of the AM team as follows:
• On-Board New Client Relationships:
• Introductory call / meeting with Client and Sales Exec (before or after contract is secured)
• Get contract details set up in CRM
• Gather relevant information on the client, the units, the region, etc.
• Obtain information regarding general orientation resources and training processes for foreign HCPs
• "Blueprint" the org chart (gather names and contact info for key departments) by working with Marketing, Outsourced Vendors, etc.
• Launch introductory emails - we are a contracted vendor; explain services; provide contact information, request time to speak by phone
• Make Introductory Phone Calls - Present our services; identify department or unit specific needs; look for ways to benefit the client with our services
• Manage initial job orders (client penetration)
• Obtain information from clients to ensure quality candidate matching for submittals
• Expand customer requirements within acceptable quality standards to maximize potential to fill
• Document initial job orders in CRM
• Coordinate with PPUSA Recruitment to identify qualified candidates for submittal
• Solicit additional job orders
• Partner with Marketing and Technology team to develop efficient methods of maintaining communications with client accounts and developing new relationships with new departments or locations
• Reach out to contracted accounts to identify new revenue opportunities (job orders)
• Open new business opportunities in new departments and locations
• Learn customer challenges and goals (new units, EMR implementation, excess overtime, looming retirements)
• Skills Market candidates (e.g., available redeployments) to identify opportunities for additional placements
• Participate in Customer Visits periodically as appropriate
• Job Orders
• Obtain information from clients to ensure quality candidate matching for submittals
• Document in CRM
• Manage Candidate submittals
• Coordinate with PPUSA Recruitment to identify candidates matching customer needs
• Ensure candidates meet client needs regarding experience, specialty, etc. Ensure compliance with Joint Commission and Customer Standards and requirements
• Ensure timing match with client needs (licensure, visa, etc.)
• Package submittal information and submit candidates through CRM
• Manage interview process
• Coordinate interviews via Skype / telephone with Client representatives and PPUSA recruitment
• Follow-up with Clients to determine acceptance of candidates and unit specialty assignment
• Document customer feedback in CRM and notify Recruiting
• Manage Confirmation Process
• Run PPC to ensure conforming pay rate and bill rate for specific clients (prevailing wage / COLA, established bill rates, work schedule, orientation length, assignment length)
• Propose and negotiate revised pricing and terms if necessary
• Coordinate with PPUSA Recruitment, PPUSA Immigration, and Client Representatives to establish a firm start date
• Prepare TACL and HECL through CRM
• Obtain internal approvals are required
• Monitor Assigned Employee Progress
• Confirm initial start and document in CRM
• Check in at least monthly on progress during orientation and document in CRM
• Confirm completion of orientation and document in CRM (important for billing issues)
• Monitor Quality and Customer Satisfaction

Track customer satisfaction scores, HCP success stories, HCP retention and conversion rates, etc.

• Trouble-shoot HCP performance issues as necessary
• Work with Credentialing / QA / Immigration Staff to ensure continuing compliance of HCP
• Conduct performance appraisals of assigned HCPs and document in CRM
• Manage Redeployments
• Identify new opportunities with contracted clients
• Work with HCP and PPUSA T&H to address relocation if required
• Skills market to contracted accounts via email campaign or telephone calls
• Notify PPUSA Sales team of available HCP
• Identify replacement for customer (if necessary)
• Oversight of Priority Placements and the Advanced Program
• Travel required - 30% estimated annually
• Perform other duties and responsibilities as assigned

QUALIFICATIONS

• 4 Year degree and/or possess relevant experience
• Must be energetic, highly motivated, and able to work in a fast-paced environment
• Must be organized and able to efficiently handle multiple tasks
• Must demonstrate ability to work well and effectively with others
• Must have excellent phone and communication skills
• Must possess strong process orientation
• Strong mentoring and coaching ability to a team with diverse levels of expertise
• Strong management skills; ability to influence and engage direct and indirect reports and peers
• Energetic, flexible, collaborative, and proactive; a team leader who can positively and productively impact both strategic and tactical account management and administration initiatives

• Previously worked in healthcare staffing, sales, and/or account management
• C-Level professional service or related experience
• Previous experience recruiting, presenting, or on-boarding foreign educated nurses a plus

Why Health Carousel?

• Platinum benefits package including first-day coverage
• Fully paid maternity leave
• Paid parental leave
• Monthly phone stipend
• 10 company paid holidays, 17 paid days off, 2 Volunteering PTO days
• HCU and LinkedIn Learning
• Progressive, ambitious culture
• We work hard and play hard. We want our employees to be their personal best all of the time, both professionally and personally.
• Award Winning: Best Places to Work in Cincinnati, Ohio - 2016, 2017, 2019, 2020 Largest U.S. Staffing Firms in the U.S. - 2017, 2018, Inc. 5000 Fastest-Growing Private Companies in America - 2016,2017,2018, 2019

About Us

Health Carousel was founded in Cincinnati, OH in 2004 with a vision to build a company that could ensure that US patients have access to qualified healthcare professionals when and where they need them. The founders developed service lines that helped US healthcare organizations address their short-term and long-term workforce challenges.

Health Carousel is an Equal Opportunity Employer.