Program Director

About the Company

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 company was the first public company to earn The Joint Commission Gold Seal of Approval® for Health Care Staffing Services Certification with Distinction.

About the Role

The Program Director will oversee and manage the Workforce Solutions Program partnership between Cross Country and aligned facilities. This role involves close collaboration with Operations, Implementation teams, and client facilities to ensure all components of Workforce Solutions are delivered and managed for continuous performance improvement. The Program Director will develop and cultivate system-wide relationships with key facility stakeholders, from Staffing Office to C-Suite, to ensure excellent service delivery and customer satisfaction with the Managed Service Program. Working hours may need to be flexible as required.

Responsibilities

• Develop client relationships within facilities to assess and manage client needs.
• Evaluate, coordinate, and report Workforce Solutions (WFS) activities with organizational managers.
• Foster an environment focused on client satisfaction through implementation of WFS best practices and performance measurement.
• Stay updated on healthcare staffing and managed services market trends, industry analyst updates, and competitive data to serve clients effectively as a trusted advisor.
• Collaborate with Supply Chain/Contracts Manager and WFS team members to assist with contract negotiations and resolve issues related to terms, conditions, and bill rates.
• Work closely with applicable CCH brand leaders, Regional VPs, and internal departments regarding services provided.
• Engage in cross-selling efforts by identifying viable revenue source referrals and communicating with all CCH business divisions to increase client touchpoints and grow market share.
• Assist with completion of SWOT and Gap analysis for facilities to identify best practices for procurement of qualified staff.
• Participate in the development and management of tools to evaluate and track customer satisfaction based on services provided.
• Leverage quality of services through review of performance assessments and client satisfaction surveys.
• Monitor, analyze, and report client satisfaction results and trends.
• Develop and champion customized solutions addressing financial, operational, and workforce planning challenges aligned with desired outcomes.
• Act as a liaison between facility and internal stakeholders to clarify and modify work processes and staffing practices.
• Serve as a resource related to WFS processes and VMS technology.
• Ensure generation and distribution of utilization, activity, financial, key performance metrics, and service level agreement reports on a weekly, monthly, quarterly, or annual basis.
• Meet with key stakeholders to review reports and performance.
• Work closely with the Workforce Solutions Implementation team to add services, including implementation of WFS at other health system facilities.
• Proactively identify challenges, propose strategies, and execute solutions to resolve issues or respond to client requirements.
• Conduct on-site visits and relationship-building activities at all system facilities; frequent travel may be required weekly to bi-weekly.
• Coordinate and deliver quarterly and annual business review presentations at every organizational level, from facility to system.
• Report and distribute site visit activities to Executive Sponsors, Operations, and Workforce Management teams, providing actionable information.
• Act as a brand ambassador for healthcare professionals on assignment, including coordinating and hosting outreach events.
• Visit current and prospective staffing partners to ensure optimal client support.
• Manage, supervise, and provide leadership for the Workforce Solutions team to drive client satisfaction, contractual, and program outcomes.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree or equivalent experience.
• Minimum of 5 years’ experience in a clinical setting (medical, allied, or nursing) or staffing industry.
• Workforce Solution staffing experience strongly preferred.
• Prior management and operations experience strongly preferred.

Skills

• Outgoing personality with strong listening skills.
• Ability to understand and evaluate clients' staffing needs.
• Exceptional communication and customer service skills.
• Ability to work independently while maintaining a strong commitment to teamwork.
• Demonstrated analytical skills with excellent attention to detail.
• Ability to educate and motivate team members toward achieving divisional and company goals.
• Ability to handle multiple tasks and thrive in a fast-paced, high-pressure environment.
• Strong interpersonal skills to communicate and work harmoniously, respectfully, and supportively with all internal and external clients.
• High level of confidentiality and integrity.

Benefits

• Competitive compensation and benefits package.
• Medical, dental, and vision insurance.
• Life insurance and disability insurance.
• Voluntary insurance options.
• 401(k) plan.
• Tuition assistance.
• Pet insurance.
• Wellness program through Burnalong, offering a robust online platform of classes, programs, and local gym access.

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