Healthcare Staffing Account Manager

About the role

Cross Country is a market-leading, tech-enabled workforce solutions and advisory firm with over four decades of experience helping organizations solve complex labor and operational challenges. Recognized as a Top Place to Work by U.S. News & World Report and a Most Loved Workplace by Newsweek, Cross Country is committed to quality and excellence. The Account Manager fosters relationships with clients and ensures the effective placement of qualified healthcare professionals in a specified region, serving as the primary liaison between the company and key client stakeholders.

Responsibilities

• Serve as the primary point of contact for client inquiries, concerns, and ongoing staffing needs.
• Build and maintain strong client relationships by understanding staffing trends, workforce needs, and long-term goals.
• Work with clients to identify contract openings, staffing requirements, and cross-selling opportunities; prepare and deliver proposals, quotes, and service information.
• Perform demand forecasting using historical data and market insights to align staffing resources with clients’ goals and service level agreements.
• Negotiate client bill rates, contract terms, and ensure timely follow-up on open orders.
• Collaborate with the Sales team on larger opportunities and account strategies to expand market share.
• Partner with Recruiting, Credentialing, Compliance, Housing/Travel, and Billing teams to ensure timely fulfillment of staffing requests, proper logistics, compliance standards, accurate invoicing, and client satisfaction.
• Collaborate with the Staffing team to prioritize client orders.
• Identify, present, and onboard qualified candidates; facilitate interviews and client feedback.
• Ensure staffing requests are fulfilled within agreed timelines and service levels.
• Provide guidance and support to assigned staff to ensure they meet client expectations.
• Monitor and assess performance of placed staff, proactively addressing issues to maintain high service quality.
• Resolve client concerns promptly while upholding company standards of excellence.
• Establish and track client Key Performance Indicators (KPIs) (e.g., fill rate, time-to-fill, retention, response times) to ensure alignment and mutual success.
• Conduct regular business reviews with clients, incorporating KPIs, spend analysis, and workforce planning discussions.
• Prepare and deliver regular performance reports, updates, and staffing metrics to clients and leadership.
• Drive continuous improvement initiatives based on client feedback and operational data.
• Stay informed about industry trends, competitor activity, pay rates, and regulatory changes to guide staffing strategies.
• Accurately document client interactions, job details, and orders in internal systems, ensuring compliance with company standards.
• Achieve or exceed activity goals, performance metrics, sales quotas, and revenue targets.
• Perform other duties as assigned.

Requirements

• Minimum of 1 year (preferably 2 years) of related experience in account management or customer success, ideally within healthcare staffing or home healthcare settings.
• Proven track record of meeting or exceeding sales targets or customer retention goals.
• Experience using CRM software (e.g., Salesforce, HubSpot) to manage accounts and sales activities.
• Familiarity with community resources and ability to work under pressure.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to work independently and collaboratively in a team environment while managing multiple client accounts.
• Strong customer focus with a proactive attitude toward client success.
• Excellent organizational skills.
• Proficiency in Microsoft Office Suite and staffing management software.

Qualifications

High School Diploma or equivalent required. Bachelor’s degree in healthcare management, business administration, or a related field preferred.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• Voluntary Insurance
• 401(k) plan
• Tuition Assistance
• Pet Insurance
• Wellness options through Burnalong, including a robust online platform of classes and programs as well as local gym access

Company equipment (laptop, monitor, keyboard, mouse, headset) will be provided for use during employment.