Customer Account Manager

Job Description

Job Summary

The Customer Account Manager cultivates and sustains effective client relationships by resolving process and service issues. The role resolves Healthcare Professionals' (HPs) questions or issues regarding paycheck earnings and deductions, federal and state taxation, and reimbursements in line with IRS guidelines. The Account Manager handles an account of Healthcare Professionals and maintains industry-recognized benchmarks for resolution time, Average Speed To Answer, and customer satisfaction. This position works in partnership with an assigned group of internal business partners in order to increase higher customer retention, market share, and revenue.

Job Responsibilities

• Welcomes new facility clients to establish point-of-contact and facilitate onboarding process to educate on AMN Business Services processes (billing, payroll, customer support, etc.).
• Answers incoming calls and emails from facility client contacts regarding billing/time processing questions, with a goal of providing first-call resolution.
• Delivers AMN's Service to clients and internal customers, to negotiate or discuss complex issues.
• Develops escalation path with client facilities to ensure quick turnaround of service issues.
• Utilizes multiple internal systems such as PeopleSoft, Great Plains, AMIE or SBDEV, COVEO, StafPak, JD Edwards, and Connect to research and resolve pay/bill inquiries.
• Diffuses dissatisfied customers in response to verbal and written communications in order to address complex issues and maintain customer loyalty.
• Logs and tracks each customer case in Connect (Customer Relationship Management system) to maintain historical records of all customer interactions.
• Identifies process improvement opportunities based on client feedback or AMN company goals to increase revenue capture and/or client satisfaction levels.
• Conducts daily communications with facility clients to obtain confirmation of hours worked to help expedite payroll and billing processes, including verbal timecards.
• Calculate and process manual payments due to missing hours or pay discrepancies.

Education

• High School Diploma / GED | Mandatory
• Bachelor's Degree | Preferred

Minimum Work Experience

• 1-2 years in a fast-paced, external facing Customer Support department.
• 1+ year in an Account Management role.

Key Skills

• Problem-solving
• Effective Communication Skills

Work Environment

Job is typically performed in a general office environment.

Physical Requirements

• Sitting: Remaining in a normal seated position.
• Handling: Seizing, holding, grasping, turning, or otherwise performing precision work with hands.
• Talking: Expressing or exchanging ideas by means of spoken work.
• Hearing: Receiving detailed information through oral communication.
• Vision: Clarity of vision at near or far distances.

Our Core Values

Respect, Passion, Continuous Improvement, Trust, Customer Focus & Innovation

AMN's Commitment to Diversity, Equality, and Inclusion

At AMN, our diversity, equality, and inclusion philosophy is grounded in the belief that we should respect all voices, seek diverse perspectives, and succeed when we act together as a positive force for all of humanity. We have the opportunity to influence each other, our industry, and our communities by fostering a diverse team with a passion for social justice and equity. We are committed actively engaging in building an organization and society where equality is the norm, equity is achieved, and inclusion is universal so that we may all thrive.

$18.25/hr - $21.50/hr

Pay Rate

Final pay rate is dependent on experience, training, education, and location.