HealthTrust Workforce Solutions Finance Shared Services Relationship Manager in Sunrise, Florida
JOB TITLE – Finance Shared Services (FSS) Relationship Manager
About HealthTrust Workforce Solutions
HealthTrust Workforce Solutions (HWS) is an affiliate of HealthTrust. HealthTrust is a subsidiary of Nashville-based HCA Healthcare, one of the nation's leading providers of healthcare services, comprising 186 hospitals and approximately 2,000 ambulatory sites of care, including surgery centers, freestanding ERs, urgent care centers, and physician clinics, in 20 states and the United Kingdom.
HWS is headquartered in Sunrise, FL and has 1,000 employees (with over 500 in Sunrise). HWS is primarily a staffing and recruiting company. We are the largest provider of healthcare managed staffing program solutions. HWS manages contract labor (supplies clinicians/nurses) to hospital systems. HWS provides both travel and per diem nurses. We employ our own nurses and also utilize over 400 vendors (other Healthcare staffing companies) to supply clinicians to our clients. Our clients consists of HCA and external facilities.
GENERAL SUMMARY OF DUTIES – The objective of the FSS Relationship Manager is to develop and maintain superior connections with Clients and Vendor Partners. A primary focus of this position will be to ensure prompt resolution of Client and Vendor Partner inquiries sent through all modes of communications. The FSS Relationship Manager will implement a Customer Relationship Management tool from planning through execution, including training, communication and change management. The ideal candidate will be an accomplished leader with demonstrated experience managing process improvement projects and driving change. The ideal candidate will display passion, commitment and drive to deliver an exceptional experience for communications between the Finance Shared Services department and Clients, Vendor Partners and internal customers.
SUPERVISOR: – Vice President, Shared Services
SUPERVISES: - None
ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:
Understand the processes within Payroll Customer Service, Vendor AP, Billing, AR and Shared Services Operations in order to develop a plan to ensure timely inquiry resolution from Clients and Vendor Partners
Partner with Finance Shared Services (FSS) leaders to align on relationship management SLAs and escalation process
Establish KPIs, standards and performance objectives for FSS relationship management
Apply strong critical thinking and problem-solving skills to support maintaining our relationship management SLAs
Obtain a solid understanding of the functions of the process owners in order to appropriately engage leaders and ensure timely resolution
Identify and address areas of opportunity based on the type of inquiries from Clients and Vendor Partners
Collaborates with internal and external stakeholders to work through escalated questions, discrepancies and aged items
Other assigned duties as required.
Job Type: Full-Time
KNOWLEDGE, SKILLS, & ABILITIES: This position requires the following minimal requirements:
Organization – proactive in prioritizing needs and effectively managing priorities.
Communication – Possess excellent communication skills and communicates clearly and concisely.
Interpersonal Skills – able to work effectively with other employees, supervisors, and external parties.
Customer orientation – establishes and maintains long-term customer relationships building trust and respect among assigned team, vendors, and superiors.
Strong proficiency in Microsoft Office Suite, especially Excel.
Demonstrates knowledge and understanding of organizational policies and procedures
Ability to work in a high paced environment
Strong sense of urgency and ability to follow up timely
Strong work ethic and intense focus on ensuring that our clients and vendor partners feel immensely valued
Confident, self-motivated individual with customer service, client management or account management experience
Proven track record of resolving complex clients challenges while maintaining positive relationships
Applies strong critical thinking and problem-solving skills to support maintaining our communication SLAs
Identify and support the development of process improvement initiatives based on the inquiries received
Aptitude for fostering positive relationships
Knowledge of customer relationship management (CRM) practices
Strong sense of urgency and ability to follow up timely.
EDUCATION – Bachelor’s degree preferred. High School Diploma or GED Equivalent required
EXPERIENCE –5 years Customer Service or Account Management experience required.
Advanced knowledge of MS Office, particularly Microsoft Excel (V-lookups, pivot tables), and PowerPoint
PHYSICAL DEMANDS/WORKING CONDITIONS –
Exert up to 20 lbs force occasionally, and /or up to 10 lbs frequently.
Requires prolonged sitting some walking, standing, repetitive tasks/ motions and stretching.
Requires clarity of vision, eye-hand-foot coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.
Requires the perceiving the nature of sounds at normal speaking levels with or without correction; ability to receive detailed information through oral communication, and to make the discriminations in sound
Requires normal eyesight to record, prepare, and communicate appropriate reports.
Requires; dexterity to type.