Join Aya Healthcare, winner of multiple Top Workplace awards!
The Locums Experience Manager is responsible for delivering an exceptional
experience to locum tenens physicians and advanced practice providers throughout
their assignments. This role serves as a trusted resource for providers while
partnering closely with internal teams to proactively identify and resolve
travel, placement, payment, and assignment-related challenges.
The ideal candidate is a highly experienced problem solver with exceptional
customer service skills, sound judgment, and the ability to navigate complex or
sensitive situations. This person will balance a solutions-oriented, "get it
done" mentality with the judgment to recognize when an issue presents additional
risk and should be paused, escalated, or evaluated more thoroughly before
proceeding.
This position is temporary and intended to last approximately 6 months.
Who We Are:
We’re an $8+ billion, rapidly growing workforce solutions provider in the
healthcare industry. We deliver tech-enabled services that help healthcare
organizations meet and manage their contingent labor needs. We build and manage
tech-enabled marketplaces for national and local healthcare talent and deliver
contingent labor management solutions through our proprietary software platform.
At Aya, we’re obsessed with creating exceptional experiences for our clients,
clinicians and employees. In fact, we put employee satisfaction above all else.
Our team members are responsible for incomparable customer experience and we
know that happy employees are critical to maintaining happy clients. We foster
an entrepreneurial, high-energy, low-bureaucracy culture and value innovative
thinking and creative problem solving. We embrace diversity in thought and
backgrounds unified by a commitment to high achievement. When you join Aya,
you’ll be surrounded by teammates who care about you as an individual and
leaders who will help you grow both personally and professionally.
Responsibilities:
Serve as a primary point of support for locum tenens physicians and advanced
practice providers throughout their assignments, building strong
relationships and delivering an exceptional provider experience.
Identify and resolve provider, placement, travel, itinerary, payment, and
assignment-related issues with urgency, sound judgment, and a customer-first
mindset.
Manage the Locums review process, evaluating complex situations and
determining when additional review or escalation is necessary.
Exercise appropriate judgment when balancing provider experience, operational
needs, company policies, and potential business or compliance risk.
Serve as a liaison between providers and internal teams, partnering
frequently with Recruitment, Account Management, Billing, Payroll, and
Travel.
Collaborate with Legal, Credentialing, and other internal partners when
additional expertise or review is needed.
Work cross-functionally to ensure provider needs are addressed while adhering
to client requirements and internal policies.
Proactively anticipate challenges that could impact a provider's assignment
and work with appropriate partners to resolve them before they escalate.
Communicate clearly and directly with providers and internal stakeholders
when navigating complex, sensitive, or time-sensitive situations.
Identify opportunities to improve processes, provider support, and the
overall Locums experience.
Contribute ideas and solutions that improve team efficiency, reduce recurring
issues, and strengthen the provider experience.
Required Qualifications:
Bachelor's degree or equivalent professional experience.
Significant experience in customer service, client services, account
management, provider support, or another high-touch service environment.
Exceptional interpersonal and relationship-building skills with the ability
to work effectively with a wide variety of personalities and stakeholders.
Strong critical thinking, judgment, and problem-solving skills, including the
ability to independently assess complex situations and determine when
escalation is appropriate.
Demonstrated ability to manage challenging or sensitive customer situations
with professionalism, empathy, and confidence.
Excellent verbal and written communication skills, with a helpful yet
appropriately direct communication style.
Ability to work independently while collaborating effectively across multiple
departments.
Adaptability and comfort navigating evolving priorities, processes, and
business needs.
Strong organizational skills with the ability to manage multiple priorities
in a fast-paced environment.
Proactive, solutions-oriented mindset with a strong sense of ownership and
follow-through.
Client- and provider-centered mentality with a passion for delivering
exceptional customer service.
Preferred Qualifications:
Experience supporting physicians, advanced practice providers, or other
healthcare professionals.
Experience within locum tenens, healthcare staffing, travel, hospitality, or
another high-touch service environment.
Experience resolving complex provider or customer issues involving multiple
internal stakeholders.
What We Offer:
Free premium medical, dental, life and vision insurance
Generous 401(k) match
Aya also offers other benefits to those that are eligible and where required
by applicable law, including reimbursements and discretionary bonuses
Aya provides paid sick leave in accordance with all applicable state,
federal, and local laws. Aya's general sick leave policy is that employees
accrue one hour of paid sick leave for every 30 hours worked. However, to the
extent any provisions of the statement above conflict with any applicable
paid sick leave laws, the applicable paid sick leave laws are controlling
Celebrations! We hit our goals and reward ourselves.
Company-sponsored virtual events, happy hours and team-building activities
are always on the horizon — plus, you get a special treat on your birthday!
Unlimited DTO — we believe in time off!
Virtual yoga, meditation or boot camp classes offered daily
Compensation: Aya reasonably anticipates the pay scale for this position to be
$31.25 to $36.06 per hour.
The pay scale for this position may vary if applicant possesses experience
outside of what Aya reasonably anticipates for this position. Bonuses are
subject to the role and your manager’s discretion.
Aya is an Equal Opportunity Employer (EEO), including Disability / Vets, and
welcomes all to apply. Please click here
[https://www.ayahealthcare.com/Content/pdfs/eeo-policy.pdf]
[http://www.ayahealthcare.com/Content/pdfs/eeo-policy.pdf]for our EEO policy.