OWS - Account Director (294062-739)

Cross Country Healthcare
Oct 18, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Cross Country Healthcare is looking for top talent to join our team

We are a leader in the healthcare staffing industry with a primary focus on providing nurse, allied, physician (locum tenens) staffing services and workforce solutions to the healthcare market. We provide retained physician and healthcare executive search services. In addition, we are a leading provider of education and training programs specifically for the healthcare marketplace. In 2014, Staffing Industry Analysts anticipate a rebound for the healthcare staffing market, projecting year-over-year growth of 7 percent. Cross Country is ready.

The Account Director of Operations is a senior level leadership position that will interact with all levels of the Client's organization from Unit level associates and Directors to executives. The incumbent will be responsible for all areas of account management. The Account Director will foster a culture of engagement and maintain good working relationships with each service team he/she is responsible for and build and maintain a good rapport with all clients on the management level. The service team relationship is important in order for the OWS SVP to easily identify any service problems or potential problems and work with the Account Director to provide quick and effective solutions. The role will include financial accountability and budgeting responsibilities along with the execution of quarterly business reviews. The Account Director leads, manages and trains their team and provides all necessary tools to improve the team's service quality. This may include maintaining schedules, frameworks, and Standard Operating Procedures. The Account Director will lead action plans as needed to ensure outstanding, best-in-class service standards at all times. This position will set specific goals for each operating and support Director designed to improve outcomes including productivity, financial results, contract execution, administration, compliance, and patient satisfaction to meet all CCH and WMC's objectives.

Program Administration

* Billable Hours at or above Client core staffing requirements

* Budgeted P & L Targets

* Employee turnover target as determined in collaboration with leadership

* Vacancy Rate targets as determined in collaboration with leadership

* Ensure the completion of 100% of annual employee evaluations

* Client Patient Satisfaction scores (TBD)

Client Partnership

* Ensure Client contract requirements are met and deliver service levels that meet and exceed expectations.

* Participate in and contribute to Nurse Leadership meetings

* Represent OWS and partner with Client in program initiatives. Promote and develop OWS as a partner with the Client to exceed the traditional vendor relationship.

* Working with the Client, identify inefficiencies and barriers to delivering quality care and finding and implementing solutions


* Supervise the team(s) and assigned employees following all OWS and Union requirements.

* Take responsibility as the Director on Duty to handle other operations issues for Operations Director's areas as required

* Responsible for employee relations, fostering an employer of choice atmosphere

* Fosters an environment of employee engagement and administers policies and procedures in a consistent and fair manner. Leads by example.

* Monitors assigned staff's time and attendance records regularly

* Identifies performance trends and proactively initiates corrective action plans

* Ensures OWS team members are prepared with adequate tools, training and direction.

* Work with OWS Management and Recruiter(s) to maintain sufficient staffing levels to meet Client needs.

* Participate in all recruiting efforts by interviewing and establishing experience and screening criteria

* Coach and develop team members and work with OWS and CCH to identify training and development opportunities.

* Work with OWS Education team and WMC to identify clinical education opportunities.

* Routine Duties

* Direct OWS Operations team and participate in employee relation meetings.

* Lead regular OWS staff meetings.

* Actively participate in WMC Divisional and Unit meetings.

* Responsible for keeping the OWS Operations Manual updated and overall ownership of the manual and all OWS documentation for the OWS operation.

Teamwork - this positions requires the ability to work in a team and be a strong team player and get along with others. Willingness to be flexible and assist all team members as directed. Good listener and ability to offer suggestions and solutions. Must have an enthusiastic and positive attitude.

Communication - Excellent communication skills - professional and thoughtful in written and oral format and ability to clearly express ideas and subject matter. Recognition of appropriate use of email communication and respectful communication at all times.

Responsibility - Strong problem solving abilities, attention to detail, internal motivation to succeed and grow revenue in our accounts. The proper candidate must be able to manage multiple tasks efficiently and accurately while having customer service and teamwork in mind at all times. Must be flexible to work on different accounts and task week to week as needed.

Required Skills

* Must be computer literate and must effectively use Word, Excel, Windows, PowerPoint and the internet.

* Must be able to generate reports, analyze data and compile for presentment, and assist with creating PowerPoint Presentations.

* Must also be able to easily adapt to and effectively use internal staffing technology.

Required Experience

* Minimum of three to five years of health care industry experience is required.

* Prior healthcare staffing experience is strongly preferred.

* Experience with nursing or nursing management is a plus.

* Experience in program management or involvement in large staffing program is a plus.