Director, Post Acute Accounts
2 weeks ago
The Director, Post-Acute Accounts is responsible for building and managing a Client Success team and executing all staffing needs for Post-Acute specialty accounts. This role is responsible for ensuring program success, meeting or exceeding contractual SLAs and KPIs, and serving as the primary escalation point for operational issue resolution. This entails engagement with senior client stakeholders and understanding of client strategic goals as well as pain points to solve. The leader is accountable for running assigned accounts with the intent to maximize profitability for MSG, whilst ensuring the highest client satisfaction.
Responsibilities
- Oversee the fulfillment team to ensure achievement of SLAs and KPIs, maximize infill rate, fill rate, and highest client satisfaction through smooth daily program operations.
- Drive and achieve Key Performance Indicators (KPIs) with Client Retention Rate, Net Promoter Score (NPS), Fill Rate, Infill Rate, Time to fill, Present to Place Ratios, Aging Reports, and Profitability (P/L).
- Run assigned accounts with the intent to maximize profitability for MSG
- Serve as the primary escalation point for issue resolution and program optimization, ensuring a seamless experience for clients.
- Identify opportunities to expand client programs for Post-Acute clients.
- Close collaboration with the overall Portfolio Program Leader to align on operational execution with long-term program goals and strategies in mind.
- Drive operational excellence by analyzing workflows, identifying inefficiencies, and implementing process improvements.
- Monitor compliance with KPIs, contracts, and regulatory requirements; address any gaps proactively.
- Partner with Recruitment, Credentialing, Billing, and other Client Success teams to ensure timely and effective clinician placements.
- Prepare and deliver weekly, monthly, and quarterly operational performance reports, and offer actionable insights for continuous improvement.
- Train and mentor Account Management team members to uphold high service standards and foster a collaborative culture aligned with our Core Values.
- Conduct 1 on 1's to assist in growing their team member's headcount/revenue numbers consistently to help them reach their personal and professional goals
- Communicate, coach, and hold Account Management team accountable to reaching their monthly team and individual goals
- Bachelor's degree required or equivalent experience
- 5+ years of industry experience required
- 2+ years of management experience in mentoring, coaching, and providing feedback is required
- Ability to manage Post-Acute client programs
- Consistently displays a positive attitude and sets a regular example for our Core Values
- Someone who proactively promotes our company culture
- Strong presentation, negotiation, and communication skills be able to make decisions concerning goals and be able to manage multiple priorities simultaneously.
- Must have strong problem-solving skills and the ability to create solutions where policies/procedures may not exist.
- Excellent communication skills.
- Close attention to detail.
- Able to meet deadlines.
- Able to manage a large and increasing workload.
- Ability to work closely with sales teams, management, and other departments for successful partnerships and results.
- Ability to travel as needed
- Travel Nursing experience
- Medical field or terminology background
#LI-KH1
Pay Range
USD $120,000.00 - USD $160,000.00 /Yr.
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