Program Manager (Locum Experience)
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 Manager oversees assigned facilities for Cross Country, acting as the liaison between the client, Cross Country support team, and all active and potential Staffing Partners. This role focuses on building positive relationships, providing excellent customer service, and maintaining professional follow-up and quality assurance aligned with company policies and standards.
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 informed on healthcare staffing and managed services market trends, industry updates, and competitive data to serve as a trusted advisor.
- Collaborate with Supply Chain/Contracts Manager and WFS team members to negotiate contract terms and resolve related issues.
- Work closely with Cross Country Healthcare (CCH) brand leaders, Regional VPs, and internal departments regarding services provided.
- Engage in cross-selling efforts to identify revenue opportunities and increase client touchpoints.
- Develop and manage tools to evaluate and track customer satisfaction based on services provided.
- Monitor, analyze, and report client satisfaction results and trends.
- Act as liaison between facility and internal stakeholders to clarify and modify work processes and staffing practices.
- Serve as a resource for WFS processes and VMS technology.
- Generate and distribute utilization, activity, financial, and key performance metrics reports weekly, monthly, quarterly, or annually.
- Conduct on-site visits and relationship-building activities at system facilities; frequent travel may be required weekly to bi-weekly.
- Prepare and deliver quarterly and annual business review presentations at all organizational levels.
- Report and distribute site visit activities to Executive Sponsors, Operations, and Workforce Management teams.
- Act as a brand ambassador for healthcare professionals on assignment, coordinating and hosting outreach events.
- Visit current and prospective staffing partners to ensure optimal client support.
- Perform other duties as assigned.
Requirements
- Bachelor’s degree or equivalent experience.
- Minimum 3 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.
- Experience in account management or involvement in large staffing accounts is a plus.
- Must be computer literate and proficient in Word, Excel, Windows, PowerPoint, and VMS technology.
Skills and Abilities
- Outgoing personality with strong listening skills.
- Ability to understand and evaluate client staffing needs.
- Exceptional communication and customer service skills.
- Ability to work independently while contributing to team goals.
- Excellent attention to detail and analytical sense.
- Ability to handle multiple tasks in a fast-paced, high-pressure environment.
- Strong interpersonal skills to work harmoniously with internal and external clients.
- Ability to educate and motivate team members toward achieving MSP and company goals.
- High level of confidentiality.
- Professional role model behavior.
- Ability to work with diverse teammates and handle difficult individuals calmly and courteously.
- Proactive thinking to plan and execute strategy.
- Ability to thrive in a fast-paced, competitive industry while maintaining customer focus.
- Strong multitasking and prioritization skills.
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 online classes, programs, and local gym access.
Company equipment (laptop, monitor, keyboard, mouse, headset) will be provided for use during employment.