Associate Customer Account Manager

Job Description

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

Job Tasks:

• Answer incoming calls and emails from Healthcare Professionals regarding payroll, reimbursement, and time reporting questions, with a goal of providing first call resolution for superior customer service.
• Utilize multiple internal systems such as PeopleSoft, Great Plains, AMIE or SBDEV, COVEO, StafPak, JDEdwards and Connect to research and resolve pay/bill inquiries.
• Partner with Healthcare Professionals, Clients and Sales to collect approved Time Records to ensure timely pay/bill and customer satisfaction (SCI)
• Manage pay/bill discrepancies by partnering with internal and external customers such as Healthcare Professionals, Clients, Payroll, Billing, Contracts, Time Processing, Housing/Travel, Client Accounting and Sales.
• Diffuse dissatisfied customers by demonstrating empathy in response to verbal and written communications in order to address complex issues and maintain customer loyalty.
• Log and Track each customer case in Connect (Customer Relationship Management system) to maintain historical records on all customer interactions.
• Process reimbursements for Healthcare Professionals in PeopleSoft, and ensure company and IRS guidelines are followed.
• Calculate and process manual payments due to missing hours or pay discrepancies(SCI)
• Complete proactive TouchPoint communication to HPs to educate on timekeeping/payroll processes and to ensure payroll data is accurate.
• Provide Healthcare Professionals with the proper forms needed to set up tax and direct deposit information.
• Respond to internal communications via email and AMIE tasks to ensure prompt resolutions.
• Educate Healthcare Professionals on navigating The Service Connection website to complete electronic time and payroll forms.
• Manage address change requests from Healthcare Professionals and ensure systems are updated and accurate.

Education, Certifications & Experience

Minimum Education/Certifications:

• Bachelor's Degree

Minimum Experience:

• 1-2 years in a fast paced, externally facing customer support department

Preferred Experience

• 2-4 years in a fast paced, externally facing customer support department, with emphasis in general accounting, payroll, or sales operation
• One year leadership or supervisory experience or equivalent combination of education and 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

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