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Account Support (Acct Mgmt) - Account Manager MSP

Orlando, FL, USA Req #1649
Friday, January 14, 2022

Cross Country Healthcare is looking for top talent to join our team


Cross Country Healthcare, Inc. (CCH) is a leader in providing total talent management including strategic workforce solutions, contingent staffing, permanent placement and other consultative services for healthcare clients. Leveraging nearly 35 years of expertise and insight, CCH solves complex labor-related challenges for clients while providing high-quality outcomes and exceptional patient care. As a multi-year Best of Staffing® Award winner, CCH is committed to excellence in delivery of its services and was the first public company to earn The Joint Commission Gold Seal of Approval® for Health Care Staffing Services Certification with Distinction.


The Account Manager is responsible for daily management of maintaining and increasing maximum productivity for all aligned MSP account(s), which includes operations to ensure efficient position management. The Account Manager is responsible for developing and maintaining optimal rapport with client contacts through utilization of a self-directed functional team concept, which includes but is not limited to management of positions, candidate submission, confirmation, issue resolution while ensuring that excellent customer service is provided.

The Account Manager will be responsible for daily management of short term and long-term travel assignments for Nursing, Allied and where applicable non-clinical staff.


•Effective position management, including the use of client 3rd party systems and CCH technologies. Ensuring that position management practices produce accurate performance metrics data ie: fill rates, time to fill, renewal rates.

•Conduct order management discussions with client Hire Managers to ensure accurate and complete order intake.

•Update and maintain templates for client Positions Notes.

•Understand the needs of the facility and match appropriate candidates to their open positions.

•Distribute open positions to appropriate supplier partners for MSP facilities as needed.

•Review ALL applications thoroughly to assure quality and compliance with internal or contract standards. Maintain MSP Service Level Agreement standards i.e.: profiles will be reviewed and dropped or submitted within 4 business hours of submission.

•Aggressively “sell” the healthcare professional and Cross Country to facilitate job interviews.

•Proactively and aggressively call facilities to add and update needs and/or update information.

•Daily contact with all facilities following up on all pending submissions, extensions, renewals and P1’s.

•Document and communicate outcome of submission status and placement or declination of position to all parties.

•Negotiate with internal and external clients.

•Act as liaison between Recruiters, approved vendors and facilities. Confirm contract details and assignment specific information with all parties (start date, shift, time off approvals, etc.).

•Build a strong working relationship with all Cross-Country teams/departments. Function in collaboration with Cross Country Staffing Team members to effectively manage facilities’ needs. Work as a team to offer staffing solutions i.e.: MSN based traveler (MBT), travelers picking up per diem shifts.

•Deliver superior service to all internal and external customers; always operates in a professional and positive manner; exhibits dedication to diversity, fair treatment, mutual respect and trust. Ensure concerns are addressed timely.

•Monitor production of aligned associate and ensure all duties are performed accurately and in a timely manner, escalate concerns to the appropriate party.

•Ensure and provide appropriate coverage (i.e., backup) when aligned Associate or colleagues are out of the office.

•As requested, participate in meetings to develop, and deliver Quarterly / Annual Business Reviews, presentations, operational calls and meetings.

•Mentor, train and provide direction to support team members (i.e., AM Juniors, Data Entry and Associates)

•Other duties as assigned, with or without accommodation.

Must have the ability to perform the essential functions of the job with or without reasonable accommodation.


This position does not have any direct reports.


•Minimum 2+ years’ Account Management experience in healthcare staffing and use of MSP technology.

•Knowledge of the healthcare staffing industry and a proven track record of working with multi-disciplinary teams to provide exceptional customer service.

•Solid sales acumen and strong customer service skills.

Education: High School Diploma or equivalent required. Bachelor’s degree preferred or any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.


•Job/Technical Knowledge: Demonstrates knowledge of technical systems, procedures and processes for successful performance; keeps abreast of and responds to changes in industry, market and job field.

•Cognitive: Assesses situations and analyzes problems; generates alternative solutions; takes appropriate actions. Uses good judgement and makes sound decisions, strong analytical ability and planning skills; ability to learn new systems and processes.

•Independent/Teamwork: Ability to work independently; self-motivated to meet/exceed goals. Have a strong commitment to being a team player. Work collaboratively with people from all levels and parts of the organization; build and sustain positive business relationships with customers, clients and co-workers. Ability to work in a harmonious, respectful, supportive manner with all internal & external clients.

•Communication: Maintains clear, timely, accurate and professional communication with team and business partners. Excellent verbal, written and presentation skills. Excellent interpersonal and active listening skills to ensure understanding.

•Responsibility/Individual Effectiveness: Assertive character; takes ownership; assumes responsibility of work output and performance; exhibits flexibility in responding to job demands and change; willingly takes on new responsibilities; maintains composure in highly stressful situations; proactive; organized, utilizes time effectively. Prioritizes to meet timeliness and commitments; generates new ideas; makes constructive suggestions/accepts constructive feedback and openly engages in dialog around improvement opportunities. Demonstrates Cross Country corporate values.

•Organizational Collaboration: Ability to partner across organizational lines and work cooperatively within and outside one’s own team to best serve client needs and exceed the expectations of end customers and clients.


•Must be able to move in a quick and energetic manner and sustain long periods of sitting, being on the phone and working on a computer

•Must be able to effectively work with distractions of other employees working in the area (movement and noise)

•Employees must possess comfort in learning, training and engaging with others virtually through Microsoft Teams and Zoom.

#IND_1 #CB



Cross Country Healthcare offers a competitive compensation and benefits program including: Medical plan, Dental plan, Life insurance, Disability plan, 401(k) plan and Tuition Assistance


Cross Country Healthcare is an EEO employer - M/F/ Veteran/Disability

Other details

  • Job Family Recruitment
  • Job Function MGR
  • Pay Type Salary
Location on Google Maps
  • Orlando, FL, USA