Healthcare Staffing Account Manager

Account Manager

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.

The Account Manager is responsible for fostering relationships with clients and ensuring the effective placement of qualified healthcare professionals in a specified region. They play a key role in ensuring the delivery of high-quality staffing solutions, instilling confidence in the services we provide to meet the needs of our clients. The Account Manager will serve as the primary liaison between the Company and Key Client Stakeholders, ensuring the delivery of high-quality staffing solutions.

Essential Functions:

• Serve as the primary point of contact for client inquiries, concerns, and ongoing staffing needs.
• Build and maintain strong client relationships by understanding staffing trends, workforce needs, and long-term goals.
• Work with clients to identify contract openings, staffing requirements, and cross-selling opportunities; prepare and deliver proposals, quotes, and service information.
• Demand forecasting utilizing historical data and market insights to align staffing resources to align with clients' goals and service level agreements.
• Negotiate client bill rates, contract terms, and ensure timely follow-up on open orders.
• Collaborate with the Sales team on larger opportunities and account strategies to expand market share.
• Partner with Recruiting, Credentialing, Compliance, Housing/Travel, and Billing teams to ensure timely fulfillment of staffing requests, proper logistics, compliance standards, accurate invoicing, and client satisfaction.
• Collaborate with Staffing team to prioritize client orders.
• Identify, present, and onboard qualified candidates; facilitate interviews and client feedback.
• Ensure staffing requests are fulfilled within agreed timelines and service levels.
• Provide guidance and support to assigned staff to ensure they meet client expectations.
• Monitor and assess performance of placed staff, proactively addressing issues to maintain high service quality.
• Resolve client concerns promptly while upholding company standards of excellence.
• Establish and track client Key Performance Indicators (KPIs) (e.g., fill rate, time-to-fill, retention, response times) to ensure alignment and mutual success.
• Conduct regular business reviews with clients, incorporating KPIs, spend analysis, and workforce planning discussions.
• Prepare and deliver regular performance reports, updates, and staffing metrics to clients and leadership.
• Drive continuous improvement initiatives based on client feedback and operational data.
• Stay informed about industry trends, competitor activity, pay rates, and regulatory changes to guide staffing strategies.
• Accurately document client interactions, job details, and orders in internal systems, ensuring compliance with company standards.
• Achieve or exceed activity goals, performance metrics, sales quotas, and revenue targets.
• Perform other duties as assigned.

Must have the ability to perform the essential functions of the job with or without reasonable accommodation.

Qualifications:

• Minimum of 1 year (preferably 2 years) of related experience in account management or customer success, ideally within healthcare staffing or home healthcare settings.
• Proven track record of meeting or exceeding sales targets or customer retention goals.
• Experience using CRM software (e.g., Salesforce, HubSpot,) to manage accounts and sales activities.
• Familiarity with community resources and ability to work under pressure are essential.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to work independently and collaboratively in a team environment while managing multiple client accounts.
• Strong customer focus with a proactive attitude toward client success.
• Excellent organizational skills.
• Proficiency in Microsoft Office Suite and staffing management software.

Education: High School Diploma or equivalent required. Bachelor's degree in healthcare management, business administration, or a related field preferred.

Company equipment (laptop, monitor, keyboard, mouse headset) will be provided directly to you for use during employment. Benefits Cross Country offers a competitive compensation, benefits, and wellness program, including Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance, 401(k) plan, Tuition Assistance, and Pet Insurance. The company offers a variety of Wellness options through Burnalong, which offers a robust online platform of classes and programs as well as local gym access. Cross Country is an Equal Opportunity Employer (EOE) - Veteran/Disability #IND123