Customer Account Manager II

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 Customer Account Manager handles 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.

Job Responsibilities

• Encourages 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 or JD Edwards.
• Diffuses dissatisfied customers in response to verbal and written communications in order to address sophisticated issues and maintain customer loyalty.
• Logs and supervises 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.

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

Our Core Values

Respect • Passion • Continuous Improvement • Trust • Customer Focus • Innovation

At AMN Healthcare, our diversity, equity, and inclusion philosophy is grounded in the belief that we should respect all voices, seek different perspectives, and succeed when we act together as a positive force for all of humanity. AMN Healthcare strives to foster a workplace of belonging where all team members can be their authentic selves, where we can apply our collective skills to innovate solutions that empower the future of care. AMN Healthcare is an equal opportunity employer.

Pay Rate

$21.00 - $25.00 Hourly

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