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Acct Mgmt (CCL) - Program Manager

Atlanta, GA, USA ● Virtual Req #3191
Wednesday, November 16, 2022
Cross Country Healthcare is looking for top talent to join our team!  Cross Country Healthcare, Inc. (CCH) is a leader in providing total talent management including strategic workforce solutions, contingent staffing, permanent placement and other consultative services for healthcare clients. Leveraging over 35 years of expertise and insight, CCH solves complex labor-related challenges for clients while providing high-quality outcomes and exceptional patient care. As a multi-year Best of Staffing® Award winner, CCH is committed to excellence in delivery of its services and was the first public company to earn The Joint Commission Gold Seal of Approval® for Health Care Staffing Services Certification with Distinction.

Job Title:

Program Manager

Job Code:


Reports to:

Program Manager Senior




7100 Acct Mgmt (CCL Phys Srch)

Revision Date:



The Program Manager oversees the assigned facility/facilities for Cross Country Locums and is the liaison between our Client, Cross Country Locums support team and all active and potential Staffing Partners interested in servicing this client. Responsibilities include being 100% accountable for the staffing at client, relaying all events and jobs to appropriate channels within Cross Country and Staffing Partner network, ensuring that all candidates placed at client are qualified and compliant according to agreement terms and conditions, building positive and effective relationships with client and network and providing excellent customer service to client representatives, Cross Country team and all Staffing Partner employees. Individual must maintain professional follow-up and quality assurance consistent with Cross Country policies, procedures, and standards.


Staffing and Compliance

  • Accountable for order fulfillment cycle
  • Gathers request for staffing from client
  • Maintain computer system journal entries for all calls regarding events and staffing
  • Effective, accurate and timely communication of client staffing requirements
  • Obtains and screens and presents candidate(s) in order to place the most qualified candidates(s) for each request
  • Communication with client on any training needs in order to fulfill client staffing requirements
  • Update computer system with all known staffing requirements, healthcare worker fills, cancellations, compliance information, evaluations, approved timecards for payroll and other items as needed for Account success and reporting
  • prior
  • Communicate with branches and Staffing Partners on missing or expired compliance
  • Assure that active and scheduled healthcare workers are at all times 100% Client compliant
  • Ensure fill rate and quality SLA’s are achieved

Client Management

  • Builds positive, effective relationships with client contacts, and consistently provides best-in-class service
  • Consistent follow up with client on ability to fill given staffing requirements
  • Visits unit managers/departments on a regular schedule, as well as making unplanned visits as needed to resolve urgent issues
  • Contact for client issues/challenges and point for problem resolution
  • Send client schedule of confirmed healthcare workers as needed

Staffing Partner Management

  • Establishes excellent working relationships with Cross Country support team and Staffing Partners
  • Ensure that Staffing Partners are engaged and adhering to the terms and conditions of the Account/agreement
  • Ensure that candidates from Staffing Partners meet client quality and performance requirements
  • Addresses all prospective Staffing Partners and contract questions
  • Complete weekly reports as directed

Account Administration

  • Responsible for receiving and processing weekly time entry according to payroll deadlines
  • Resolve all payroll issues as they arise and troubleshoot problems
  • Assist back office with invoicing and reporting and perform weekly invoice audits
  • Manage the evaluation process and provide feedback to team and client on overall performance
  • Complete fill performance statistics and track new orientees and DNRs
  • Complete weekly or monthly reports for client
  • Work on outbound recruiting projects, as requested
  • Communicate effectively with Client, Cross Country brands and Staffing Partners
  • Attend training and meetings as requested
  • Strictly adhere to all departmental and company policies and procedures
  • Foster a collaborative, friendly and productive work environment
  • Any other duties requested by Supervisor

Must have the ability to perform the essential functions of the job with or without reasonable accommodation.


This position will report to the Program Manager Senior and above.There are no employees reporting directly to this positon/job title.


  • Bachelor’s degree or any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
  • Minimum 3 years’ experience in clinical setting including 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 account is a plus

·Must be computer literate and must effectively use Word, Excel, Windows, PowerPoint and the

Skills and Abilities

·Outgoing personality with ability to listen effectively

·Ability to understand and evaluate clients staffing needs

·Demonstrated exceptional communication and customer service skills

·Work independently, but also have a strong commitment to being a team player and meeting team goals

·Excellent attention to detail, analytical sense

·Handle multiple tasks and thrive in a fast paced, high pressure environment

·Ability to communicate and work in a harmonious, respectful, supportive manner with all internal and external clients

·Ability to educate and motive team members towards achievement of MSP and company goals

·Must maintain a high level of confidentiality at all times


·Interact professionally during times of changing demands and conflicting assignments

·Communicate and work in a respectful, supportive manner with all teammates

·Willing to serve all internal and external customers in a positive manner at all time

Psychological Demands

·Must act as a professional role model

·Must be able to work with different teammates throughout the organization, deal with uncooperative or difficult individuals in a professional, calm, courteous manner.

·Ability to think proactively in order plan and execute strategy

·Ability to work in a fast paced, highly competitive, changing industry while maintaining customer focus

·Must Possess strong ability to multitask and prioritize


Job/Technical Knowledge – Demonstrates knowledge of technical systems, procedures and processes for successful performance; Keeps abreast of and responds to changes in industry, market and job field

Cognitive – Assesses situations and analyzes problems; generates alternative solutions; takes appropriate actions; Uses good judgement and makes sound decisions; ability to learn new systems and processes.

Teamwork – Works collaboratively with people from all levels and parts of the organization; Builds and sustains positive business relationships with customers, clients and co-workers; Delivers superior service to internal and external customers; Exhibits dedication to diversity, fair treatment, mutual respect and trust

Communication — Maintains clear, timely, accurate and professional communication with team and business partners.Uses active listening skills to ensure understanding and effective communication

Responsibility/Individual Effectiveness — Takes ownership; assumes responsibility of work output and performance; Exhibits flexibility in responding to job demands and change; willingly takes on new responsibilities; maintains composure in highly stressful situations; Proactive- acts on problems and opportunities; Organizes, plans; schedules and utilizes time effectively. Prioritizes to meet timeliness and commitments; Generates new ideas; makes constructive suggestions; Accepts constructive feedback and openly engages in dialog around improvement opportunities. Demonstrates Cross Country corporate values


Physical Demands of the Job

·Required to work onsite or in local branch. Will be required to travel to other CCH offices, facility locations and CCH corporate locations as needed

·Must be able to move in a quick, energetic manner.

·Must be able to sustain long periods of sitting, being on the phone and working on a computer – multi task capable.

Working Conditions

·Open work areas. General fast paced office environment

·Onsite office at client location

·Employees must possess comfort in learning, training and engaging with others virtually through Microsoft Teams and Zoom

Psychological Demands

·Highly stressful with constantly changing demands and conflicting assignments.

·High energy demanding environment

Prepared by:


Approved by:


The above declarations are not intended to be an “all inclusive” list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to perform the job.Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities.

Cross Country Healthcare is an EEO employer - M/F/Veteran/Disability

I have read and understand the responsibilities of this position:


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Cross Country Healthcare offers a competitive compensation and benefits program including: Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance,  401(k) plan, Tuition Assistance, and Pet Insurance.

Cross Country Healthcare is an EEO employer - M/F/Veteran/Disability

Other details

  • Job Family Account Mgmt
  • Job Function MGR
  • Pay Type Salary
Location on Google Maps
  • Atlanta, GA, USA
  • Virtual