Client Success Specialist II

Job Summary and Department Description

The Client Success team nurtures our client relationships following the master staffing agreement process by the Sales team. Client Services matches the demand of our clients with our supply of HCPs. They confirm the assignments between client and HCP with job confirmation documents.

The Client Success Specialist II is responsible for overseeing the daily aspects for a succesful  HCP placement . This role will be responsible for assisting and coordinating the placement process with scheduling and interviewing of an HCP with a client. The position plays an important role in increasing efficiency and consistent communication with the clients and healthcare professionals (HCPs). The Client Success Specialist II may assist the Specialist I with job duties demanded by the business.

Essential Functions of the Job

• Be a champion for Avant Healthcare Professionals goals, our people and our mission, exemplifying our values, while supporting Avant’s strategic business building initiatives
• Under the directive of Client Success Management, oversee the HCP placement process including coordinating practice and client interviews
• Escalate HCP and client related issues to the appropriate Client Success Manager for potential intervention and further assistance
• Present a professional demeanor while engaging with our customers
• Maintain detailed notes in the Avant database for HCP practice interviews and client interviews
• Follow up on interview outcomes within the designated timeframe of 24-48 hours post interview and provide updates to the HCPs regarding job offerings or declinations
• Review existing reports used by the CSS team to confirm they accurately capture productivity and daily workflow, and ensure they are consistently maintained
• Respond to applicants and clients within 24-48 hours of receipt of communication
• Assist the department in achieving monthly, quarterly, and annual goals for healthcare professional placements and assignment starts
• Assist and maintain Standard Operating Procedures (SOPs) related to internal processes

Marginal Functions of the Job

• Other duties as assigned

Normal Work Schedule

This is a full-time position. Standard business hours are Monday through Friday 8:00 AM to 5:00 PM. Additional time outside of these hours may be needed to complete the essential functions of the job.

Education, Training, and Experience

• Associate degree required; Bachelor’s degree preferred; or equivalent combination of education and experience
• 2+ years of customer service experience required and/or similar experience
• 2+ years of administrative or clerical experience
• Healthcare experience a plus
• High proficiency in computer software applications and Microsoft Office (Word, Excel, PPT, Databases)
• Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy
• Ability to gather, summarize and analyze reports, find solutions to various administrative problems, and prioritize work
• Work requires continual attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines
• Must have organizational, communication, and planning skills

Job Level Competencies

• Technical Skills: Fundamental ability to perform technical skills required for job role. This may include the use of specific technology, knowledge of job-specific tasks and concepts, etc. Fundamental ability to determine methods and procedures on new assignments. Intermediate ability to handle routine tasks as well as non-routine tasks. Intermediate ability to handle tasks with medium complexity with limited guidance.
• Communicates Effectively: Intermediate ability to provide clear and concisely written, verbal and nonverbal communication. Develops and delivers effective communication to networks with senior internal and external personnel in own area of expertise. Experienced professional with a full understanding of the area of specialization.
• Develops Self: Fundamental ability to use and apply professional concepts in the full area of specialization. Fundamental ability to contribute to strategic initiatives within the specialization. Fundamental ability to stay current with emerging trends within the area of expertise. Fundamental ability to pursue opportunities to broaden expertise and contribute to the organization's goals.
• Customer Focus & Teamwork: Fundamental ability to collaborate and share knowledge within department. Fundamental ability to apply an understanding of customer needs and team dynamics. Fundamental ability to gather customer feedback and insights.
• Decision Making: Intermediate ability to evaluate existing solutions and alternatives to obtain the most optimal results through both routine and non-routine problem-solving decisions. Intermediate ability to assess risks and benefits of newly proposed solutions for routine or non-routine scenarios within the team. Intermediate ability to identify when to seek input from others.
• Innovation: Intermediate ability in the development of ideas to establish new or improve existing business processes and increase productivity. Intermediate ability to handle problems of a diverse scope within area of specialization where the analysis of data requires careful evaluation. Intermediate abilities in creativity, flexibility, continuous improvement, curiosity, experimentation, data analysis, and entrepreneurship.
• Quality & Results Oriented: Fundamental ability to take ownership of their work and set high quality standards for output that impacts the team, department, or other cross-functional partners. There may be some management oversight for corrections, adjustments, or other considerations. Fundamental ability to consistently achieve exceptional results that positively impact the team and department.
• Resourceful & Tenacious: Intermediate ability to apply Company policies, procedures, and other available resources in a creative and effective way to resolve a variety of moderate to complex issues.

Required Licenses, Certifications, and Other Specific Requirements of Law

• Health Insurance Portability and Accountability Act (HIPAA) certification and ability to obtain and maintain

Other Characteristics of the Position

Physical Demands:

• Stationary desk work for extended periods at a time
• Regularly required to communicate
• Infrequent lifting of office supplies up to 20 lbs.
• Vision abilities including close vision and ability to adjust focus

Work Environment:

• This job operates in a professional office environment.
• This role routinely operates standard office equipment.

Statement of Responsibility for Confidential Data

• Has access to, and requires daily use of, confidential records.
• Required by federal law to maintain strict confidentiality of “Avant” employee information and maintain security of such information.
• Proprietary Information and Non-Conflict Agreement required.

Smoking/vaping and the use of tobacco products are prohibited on all Company premises, including indoor and outdoor areas, parking lots, and Company-owned vehicles. 

As part of our employment process, candidates who receive a conditional offer may be required to undergo pre-employment drug testing.