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Community Support Manager

Cincinnati, OH

connectRN is the leading nurse-centric platform that is reinventing the way nurses and other healthcare professionals are finding work. By leveraging technology, connectRN connects the nursing community to flexible work opportunities and each other to build a supportive and thriving network. The platform offers career development resources and flexible shift offerings for nurses, while alleviating staffing shortages at healthcare facilities. connectRN is headquartered in Waltham, Massachusetts and serves clinicians across the U.S. To learn more about connectRN, please visit www.connectrn.com.

The Community Support Manager will work closely with the Community Support Director by providing critical market intel that will assist with strategic goals and growth recommendations. Primary responsibilities will include daily support to clients and clinicians by providing management, training, and guidance to the CommSupport Specialists in addition to specific facility-related metrics to provide superior customer service to all clinicians and facilities. 

This demanding and dynamic position requires a customer-driven, cross-functionally trained individual who can support the 24/7 365 healthcare staffing schedule needs. As appropriate, the position will collaborate with other connectRN leaders to strengthen the team’s impact, provide feedback on service levels, and maintain consistent quality standards. 

You will… 
● Help train, manage, and mentor the team of Community Support Specialists 
● Work alongside co-managers on the execution of cross-functional projects
● Thrive in a fast-paced environment, providing exceptional customer service while acting as the face of connectRN to Facilities and Clinicians 
● Serve as a point of escalation and advanced support 
● De-escalate critical client situations that arise 
● Manage the customer support department’s day-to-day functions 
● Implement customer support processes to enhance customer satisfaction
● Formulate, revise & implement customer support policies 
● Inform and share all new information related to products, procedures, and trends for the Community Support team 
● Analyze statistics and prepare detailed reports for the Community Support Director 
● Oversee and evaluate the team's ongoing efforts 
● Deliver performance evaluations and follow the disciplinary process according to company policy 

In addition… 
● Perform weekly outreach to clients - schedulers/DONs & VIP clinicians
● Updating platform access for new facility contacts 
● Handled Invoice discrepancies with clients 
● Watched trends of hours/CL working/active clients WOW 
● Assist with clinician credentials, suspensions and non-clinical DNR’s 
● Monitor shifts for outreach for weekend needs or drops in needs 
● On-site visits for local clients with lunch check ins with schedulers 
● Address and resolve daily client concerns

You have… 
● High school diploma or equivalent. 
● Proven experience as a customer support specialist, preferably within a similar environment.
● Prior experience in a managerial or supervisory role in a normal or off-hour capacity.
● Excellent oral, written, and interpersonal skills. 
● Well-developed arbitration skills with the ability to remain impartial. 
● Ability to multitask with precision. 
● Capacity to accept and utilize constructive criticism. 
● Alignment with company values. 
● At least five years of (high quality) customer-facing experience 
● A strong desire to lead and grow markets 
● Knowledge of best practices in customer service & support

You get…

  • 100% employer-paid premiums for your (and your family’s) Health, Dental, Vision, Short Term Disability, Long Term Disability, Life and AD&D insurance
  • Health Savings Account with contributions from connectRN of up to $2,000 annually
  • Flexible paid time off policy
  • 401k with match

 

Please note that we are only able to hire permanent residents (green card holders) or U.S. citizens at this time.
 
connectRN is an equal opportunity employer. As Connectors, we embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. If this role would make you excited to come to work every day, please apply! We look forward to connecting.

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