Manager, Communications Center Operations (RMC)

ID: Req21186

Location: NE - Omaha

The Manager, Communication Center Operations (RMC) leads, develops, and oversees daily team operations in alignment with the Resource Management Center (RMC) strategy. Their responsibilities include leading a team, coaching individual performance, creating an inspired team dynamic to execute outsourced business functions, developing trusted relationships with Client leadership and driving transformational change.  This role will also implement department strategic initiatives, in alignment with Client Services and business line leadership and Client Operations to grow team performance, ultimately impacting client financials, market share, revenue, and profit.  As part of the AMN Workforce Strategic Optimization Leadership team, this role works closely with cross-functional internal teams to ensure a positive and seamless team and client experience.  Additionally, this role requires excellent verbal, written, and communication skills, and can work with many organizational levels.  It involves occasional travel.

Essential Role Functions:

Team Dynamics and Individual Performance:

  • Hires, onboards, mentors, and leads the team to support Resource Management Center (RMC) clients and promote team atmosphere in alignment with AMN core values and competencies.

  • Lead team and daily management for high quality service delivery of contracted services. This includes:

  • Developing and managing schedules to meet budget and margin targets.

  • Drive escalations to maintain operational business continuity during planned and unplanned outages.

  • Drive team performance and outcomes based upon KPI and quality measures and maximize team productivity, maintaining a cohesive and engaged virtual team environment.

Client Delivery and Relationships:

  • Build and maintain strong, long-lasting client relationships.

    • Develop a strategic roadmap and provide guidance and coaching to the client executive team to ensure commitment to execute the recommendations. Leads internal Workforce Strategic Optimization teams assigned through the delivery of defined project scope.

    • Lead cross-functional stakeholders to address and resolve escalated client issues.

    • Research, design, and develop tools and workforce management programs to accelerate client organizational performance and lead the team to successful delivery.

    • Understand Workforce Strategic Optimization and Healthcare Enterprise Labor Management (HELM) methodologies and apply these best practices as strategic and consultative recommendations to client conversations.

Strategic Operations:

  • Serve as the industry expert to lead the consulting team on the recommendations for the client operations and responsible for the successful and seamless delivery of RMC-related projects.

  • Manage policies and procedures based on assessing the current business environment and feedback from team and management to improve client outcomes and manage risk continually.

  • Identify opportunities and develop plans to drive ongoing process improvements.

  • Serves as the industry expert in partnership with sales to position and drive expansion.

Leadership:

  • Facilitate recurring meetings with clients and team, primarily via conference call with camera, providing agendas and minute summaries.  Proficient and timely in completing tasks without reminders.

  • Following up on client deliverables proactively aligning with client objectives

  • Serve as a professional leader with the utmost customer service displayed, with the ability to redirect client conversations as needed.

  • Display clear and efficient communication, internally and externally, in business writing and in-person articulation

Education, Certifications & Experience

Minimum Education/Certifications: 

  • Leadership experience of three (3) or more years, including a proven track record within customer relationship accountabilities, preferably within a communication center environment

  • Bachelor’s Degree, preferably in business or healthcare

Minimum Experience: 

  • Demonstrated success within the field of human resources or healthcare operations.

  • Expertise in workflow execution, process improvement, and team effectiveness.

  • Strong verbal and written communication skills. Excellent organizational skills.

  • Proven ability to manage multiple projects simultaneously, while maintaining sharp attention to detail.

  • Excellent listening and presentation abilities.

  • Ability to analyze and compile data into meaningful metrics.

  • Computer literacy and tech aptitude. Outlook, Word, Excel, PowerPoint – Excellent Skill level

Our Core Values

Respect ● Passion ● Continuous Improvement ● Trust ● Customer Focus ● Innovation

At AMN Healthcare, our diversity, equity, and inclusion philosophy is grounded in the belief that we should respect all voices, seek different perspectives, and succeed when we act together as a positive force for all of humanity. AMN Healthcare strives to foster a workplace of belonging where all team members can be their authentic selves, where we can apply our collective skills to innovate solutions that empower the future of care. AMN Healthcare is an equal opportunity employer.

Pay Rate: $113,500 - $134,500 Salary

Final pay rate is dependent on experience, training, education, and location.

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