AHSA or American HealthCare Services Association, headquartered in Traverse City, MI is a fast-growing healthcare Managed Service Provider (MSP) focused on streamlining supplemental healthcare staffing for hospitals and health systems across the United States. Founded in 2003, AHSA has achieved exponential growth since inception. AHSA is executing its plan to become a national and diversified staffing platform. With significant growth, favorable industry tailwinds, focus on integration of technology platforms and enhancement of internal applications and systems, AHSA is confident in its approach to building a leading Workforce Management staffing platform.
We are seeking a Service Delivery & Implementation Manager who is responsible for AHSA Client implementations and ongoing engagement oversite. Reporting to the President, the Service Delivery & Implementation Manager will focus on new client program implementations, client SLA & KPI reporting, and agency performance reporting.
Responsibilities include, but are not limited to:
Program Implementation– Work with Business Development & Client Services to gather new Client onboarding information necessary to ensure successful delivery of services, outline and execute client reporting requirements, help onboard new Clients based on each client’s specific needs, and implement AHSA’s VMS application, Trio.
New Segment Implementation – Onboarding and Implementation of current client expansion within new segments or new departments or facilities.
Monitor Client SLA & KPI Performance – Collect and report on client SLA’s & KPI’s to ensure data compliance with Client’s policies. Ensure reports are accurate and reflect good data.
Agency Performance Reporting – Collect and report on agency KPI’s to ensure compliance with AHSA’s policies. Ensure reports are accurate and reflect good data.
Reporting – Document client reporting requirements, customize client reporting, and execute delivery of reports to clients, agencies, and AHSA.
Systems – Investigate Trio system updates to support internal and external needs and to drive consistency of service offering.
Trio Training – Conduct in-person, and web training sessions for new and existing clients, as well orientation and training sessions for subcontracted agencies.
Public Presentations – Develop concise and meaningful presentations for internal and external audiences, including web-based client and agencies calls, in-person client visits, and conference presentations.
A Service Delivery & Implementation Manager has exemplary people and communications skills coupled with the savvy and maturity needed to garner the respect of senior management and clients. Additionally, the professional is a self-starter who goes above and beyond the expected requirements of the role. He/she is highly adept at building mutually beneficial relationships that result in value, benefit, and revenue growth. Further attributes that aid in the success of this role are:
Work well under pressure and be able to prioritize to meet deadlines and quickly shift priorities as necessary.
Ability to multi-task, work independently and demonstrate keen attention to details.
Ability to communicate ideas with diplomacy and tact
Ability to respond professionally to resistance and criticism.
Ability to influence cross-functional teams without formal authority.
Team player attitude is mandatory.
Positive attitude and demonstrated optimism are necessary.
Strong technical proficiency – power user in Office suite, very comfortable with Trio and new technologies.
Strong written/oral communication and interpersonal skills.
5+ years of proven staffing industry leadership experience; healthcare staffing or healthcare experience preferred.
3 to 5 years of proven experience in healthcare workforce solutions preferred.
Experience in RFP, RFI and RFQ response processes preferred.
Experience or ability to manage a large workforce management program or several small programs.
Strong presentation skills with key clients and leadership. Excellent verbal and written communications. Able to negotiate, trouble-shoot and problem-solve collaboratively with clients.
High comfort level with technology platforms and onboarding clients and new hires onto technology.
Proven track record in delivery management, service level agreement management, KPI management
Excellent program management skills, including communications, presentation, time management, organization and planning. Track record of successfully achieving program goals and objectives.
Able to travel to visit with prospective and/or key clients.
Bachelor’s Degree preferred
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