Program Manager

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 being 100% accountable for the staffing at client, relaying all events and jobs to appropriate channels within Cross Country and Staffing Partner network, ensuring that all candidates placed at client are qualified and compliant according to agreement terms and conditions, 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.

ESSENTIAL FUNCTIONS:   

Staffing and Compliance

• Accountable for order fulfillment cycle
• Gathers request for staffing from client
• Maintain computer system journal entries for all calls regarding events and staffing
• Effective, accurate and timely communication of client staffing requirements
• Obtains and screens and presents candidate(s) in order to place the most qualified candidates(s) for each request
• Communication with client on any training needs in order to fulfill client staffing requirements
• Update computer system with all known staffing requirements, healthcare worker fills, cancellations, compliance information, evaluations, approved timecards for payroll and other items as needed for Account success and reporting
• Secure all compliance and associated documentation from healthcare workers prior to candidate’s start date
• Communicate with branches and Staffing Partners on missing or expired compliance
• Assure that active and scheduled healthcare workers are at all times 100% Client compliant
• Ensure fill rate and quality SLA’s are achieved

Client Management

• Builds positive, effective relationships with client contacts, and consistently provides best-in-class service
• Consistent follow up with client on ability to fill given staffing requirements
• Visits unit managers/departments on a regular schedule, as well as making unplanned visits as needed to resolve urgent issues
• Contact for client issues/challenges and point for problem resolution
• Send client schedule of confirmed healthcare workers as needed
• Participates in and prepares for client meetings, including formal Client Leadership meetings, to report on OneSource Account performance and ascertain client feedback and appropriate action steps

Staffing Partner Management

1. Establishes excellent working relationships with Cross Country support team and Staffing Partners
2. Ensure that Staffing Partners are engaged and adhering to the terms and conditions of the Account/agreement
3. Ensure that candidates from Staffing Partners meet client quality and performance requirements
4. Addresses all prospective Staffing Partners and contract questions
5. Complete weekly reports as directed

Account Administration

• Responsible for receiving and processing weekly time entry according to payroll deadlines
• Resolve all payroll issues as they arise and troubleshoot problems
• Assist back office with invoicing and reporting and perform weekly invoice audits
• Manage the evaluation process and provide feedback to team and client on overall performance
• Complete fill performance statistics and track new orientees and DNRs
• Complete weekly or monthly reports for client
• Work on outbound recruiting projects, as requested
• Communicate effectively with Client, Cross Country brands and Staffing Partners
• Attend training and meetings as requested
• Strictly adhere to all departmental and company policies and procedures
• Foster a collaborative, friendly and productive work environment
• Any other duties requested by Supervisor

Required Skills

• 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 have a 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 maintain a high level of confidentiality at all times

Required Experience

• 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 must effectively use Word, Excel, Windows, PowerPoint and the