Customer Account Manager

Job Description

Job Summary

The Customer Account Manager II cultivates and sustains effective client relationships by resolving process and services 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 manages an account of Healthcare Professionals and maintains industry recognized benchmarks (SSPA) 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.

We are looking for candidates in the Dallas-Fort Worth area, working in person in our offices in Coppell for the first 3 months for training, after which, candidates will transition into a hybrid work model (reporting to the office once a week).

Working hours are 12:30pm to 9pm CST (10:30-7pm PST).

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, JDEdwards 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 on 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(SCI).
• Education
• High School Diploma / GED | Mandatory
• Bachelor's Degree | Preferred
• Minimum Work Experience
• 2+ years in a fast paced, external facing Customer Support department.
• 2+ years 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 the 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.