To support the Client Success Management (CSM) desk by managing a designated book of low-touch or transactional accounts, ensuring timely and accurate candidate lifecycle management through Nexus and client VMS portals, and maintaining consistent client communication primarily via email and portal interactions. This role also ensures operational excellence through close coordination with Recruiting Assistants, Credentialing, and Onboarding teams.
Key Responsibilities
Candidate Lifecycle Management
- Oversee candidate journey from recruiter handoff to offer or declination
- Coordinate with Recruiting Assistants (RAs) to ensure timely and accurate candidate submissions
- Send Assignment Agreements (AA) and Employment Agreements (EA) post-offer
- Request and manage extensions, including documentation and AA creation in ATS
- Handle contract terminations and cancellation notifications, ensuring proper documentation and communication
Client Communication
- Communicate primarily via email and client portals
- Attend weekly/bi-weekly supplier calls for assigned accounts
- Push candidates proactively via email and occasional phone outreach
- Serve as the primary point of contact for assigned clients
Book of Business (BOB) Ownership
- Manage a portfolio of low-touch/transactional accounts
- Ensure timely updates and responsiveness to client inquiries via portal/email
Internal Collaboration
- Partner closely with recruiters and RAs focused on non-Cluster/non-ENT accounts
- Work directly with Credentialing and Onboarding teams to ensure candidates meet start requirements
- Escalate issues or trends to senior CSMs when needed
- Maintain alignment with broader CSM processes and standards
Payroll & Operational Support
- Assist with payroll-related issues when requested, coordinating with internal teams, providers, or client points of contact
- Update the New Hire (NH) thread in accordance with CSM protocol
- Report Incidents using the ATS JA Note format per the newly implemented policy
Credentialing & Onboarding Coordination
- Monitor candidate start dates and onboarding progress
- Ensure credentialing requirements are completed on time
- Maintain an On Time Start (OTS) ratio of 90% or higher.
- Escalate delays and proactively resolve blockers.
Systems & Tools
- ATS: Daily use for documentation, candidate tracking, AA/EA generation, extension management, NH thread updates, incident reporting, and termination/cancellation documentation
- Client VMS Portals: Submission oversight, updates, and communication
- Email & Phone: For candidate push, client updates, payroll issue resolution, and termination notifications
Success Metrics
- Timeliness and accuracy of candidate documentation in ATS
- Responsiveness to client portal/email communications
- AA/EA delivery compliance
- Extension and termination documentation accuracy
- Payroll issue resolution turnaround
- NH thread and Incident JA Note compliance
- On Time Start ratio 90%
- Client satisfaction and recruiter feedback
Ideal Profile
- 1-2 years of experience in staffing, recruiting coordination, or client services
- Strong written communication and organizational skills
- Comfortable navigating ATS and VMS platforms
- Detail-oriented and proactive in follow-ups
- Able to manage multiple accounts with minimal supervision
- Familiarity with payroll workflows and issue resolution preferred
- Experience handling contract terminations or cancellations a plus
- Collaborative mindset with ability to work cross-functionally with RAs, Credentialing, and Onboarding
