Customer Success Coordinator

Position Summary:

Role Overview/Purpose:

As a Staffing Coordinator at Actriv Healthcare, you will be responsible for matching qualified healthcare providers, such as CNAs, LPNs, and RNs, to shifts that align with their skills, preferences, and our client facilities' needs. You will be the primary point of contact for providers, ensuring they are successfully placed, informed, and supported to deliver high-quality care. Your proactive and responsive approach will play a vital role in maintaining Actriv’s commitment to excellence in healthcare staffing.

Reporting Structure:

Reports To: Staffing Manager

Department: Staffing

Direct Reports: None

Key Responsibilities:

1. Shift Fulfillment

Coordinate and fill daily shift requests, maintaining a target of 30 successfully worked shifts per day. Ensure proper credentialing and compliance for all staff scheduled to fill shifts.

2. Provider Engagement and Communication

Conduct outreach, making a minimum of 60 calls per day to providers and healthcare facilities to confirm shift availability, answer questions, and address any issues.

Build and maintain strong relationships with providers to understand their preferences, availability, and work history.

3. Scheduling and Problem Solving

Anticipate and resolve scheduling conflicts or last-minute cancellations by actively managing a pool of qualified backup providers. Collaborate with team members to address urgent or high-priority staffing needs promptly.

4. Compliance and Documentation

Ensure all staffing activities comply with healthcare regulations and Actriv’s internal policies.

Maintain accurate records of shifts, assignments, and communications to support seamless payroll and compliance processes.

5. Customer Service

Provide high-quality service to both clients and healthcare providers, responding to inquiries and concerns professionally and in a timely manner. Uphold Actriv’s values and standards, fostering a positive image of the company within the healthcare community.

Performance Goals:

·Shift Fulfillment: Ensure 30 worked shifts are completed per day.

·Provider Outreach: Maintain a minimum of 60 provider calls daily to confirm availability, assign shifts, and address issues.

·Client Satisfaction: Achieve a high client satisfaction score by minimizing last-minute cancellations and effectively resolving issues.

·Timely Communication: Ensure responses to client or provider inquiries are made within 1 hour during business hours.

·Documentation Accuracy: Maintain 100% compliance with documentation for all shifts filled. 

·Communication: Excellent verbal and written communication skills, with the ability to build rapport quickly with providers and clients.

·Time Management: Ability to manage and prioritize multiple tasks in a high-paced environment to meet daily targets.

· Problem-solving: Proactive and resourceful approach to resolving scheduling conflicts, cancellations, and other staffing challenges.

· Attention to Detail: Strong organizational skills to ensure accurate documentation and compliance adherence.

·Adaptability: Comfortable working in a dynamic environment where priorities can shift frequently.

Experience:

· Minimum of 1-2 years in staffing, scheduling, or human resources, preferably within a healthcare setting.

· Experience working in a fast-paced, dynamic environment with competing priorities.

· Familiarity with healthcare regulations and staffing compliance standards is a plus.

Success Factors: 

· Proactive Communication

Actively engages with healthcare providers and facilities, maintaining transparent, timely, and professional communication, especially around shift confirmations and any schedule changes.

· Resilience and Flexibility

Capable of adapting to changing priorities and shifts in staffing needs, with the resilience to handle last-minute adjustments or cancellations while maintaining a positive and solution-focused attitude.

· Time Sensitivity and Responsiveness

Demonstrates prompt response times to meet Actriv's standards for resolving scheduling issues, responding to inquiries, and fulfilling staffing requests within a specified timeframe.

· Relationship Building 

Builds trust and positive relationships with providers and clients, contributing to high satisfaction scores, improved provider retention, and repeat client engagements.

· Attention to Detail and Accuracy

Ensures accuracy in documenting schedules, shifts, and communications to support smooth payroll, compliance, and performance tracking processes. Consistent accuracy minimizes administrative errors and enhances compliance.

· Customer-Centric Mindset

Understands the needs of both providers and facilities, demonstrating a commitment to delivering high-quality customer service that aligns with Actriv's mission and values.

· Analytical and Problem-Solving Abilities

Identifies underlying issues quickly, evaluates possible solutions, and makes informed decisions to resolve scheduling conflicts, cancellations, and other staffing challenges efficiently.

· Goal-Oriented and Self-Motivated

Consistently meets or exceeds daily performance goals, showing initiative to go beyond basic requirements and achieve optimal outcomes for shift coverage and provider satisfaction.

· Knowledge of Healthcare Compliance

Familiar with healthcare regulations, credentialing standards, and best practices, ensuring that all staff placements meet Actriv's compliance and quality assurance standards.

· Team Collaboration

Works well with colleagues, sharing insights and strategies for effective scheduling and provider support. The ability to collaborate with others contributes to a well-coordinated and high-performing staffing team.

Performance Metrics (Key Performance Indicators, KPIs):

• 30 Worked Shifts Per Day: Achieve a minimum of 30 shifts filled daily through effective scheduling and communication with providers and facilities.
• 60 Calls Per Day: Maintain an average of 60 outgoing calls per day to engage with healthcare providers, confirm shifts, and address any staffing issues.
• Shift Fill Rate: Aim for a shift fill rate of 95% or higher to ensure facilities are adequately staffed at all times.
• Provider Retention Rate: Maintain a provider retention rate of 85% or higher by fostering positive relationships and providing excellent support.
• Compliance Accuracy: Ensure compliance documentation accuracy is 100%, with no missed or expired credentials for placed providers.
• Response Time: Respond to all staffing requests and inquiries within 30 minutes during business hours.
• Provider Satisfaction Score: Achieve a provider satisfaction score of 90% or higher based on feedback from exit interviews and regular check-ins.
• Daily Scheduling Efficiency: Reduce the average time taken to fill open shifts by 15% each quarter.

Qualifications:

• Education: High school diploma or equivalent required; bachelor’s degree in healthcare administration, Business, or a related field preferred.
• Experience: Minimum 1 year of experience in healthcare staffing, recruitment, or scheduling, preferably within a staffing agency or healthcare setting.
• Technical Skills: Proficiency in Microsoft Office Suite and staffing software or databases; experience with scheduling platforms is a plus.
• Soft Skills: Strong interpersonal skills with a positive, service-oriented attitude.
• Compliance Knowledge: Familiarity with healthcare credentialing and compliance requirements for CNAs, LPNs, and RNs

Company Culture and Benefits:

Our Culture Code

At Actriv, we’re more than a company with a mission; we’re a mission with a company. Driven by our Caring More Philosophy, we strive to push the human race forward through innovative and compassionate healthcare solutions. Our culture code, “Belonging at Actriv,” embodies our commitment to creating an environment where everyone feels valued, included, and inspired to be their best self.

Our Mission

We exist to empower people to create experiences that heal the world, one patient at a time.

Core Values

1. Helpful

positive impact on our clients, colleagues, and the broader community. We believe in going the extra mile to assist and uplift those around us.

2. Effort with Impact

Our efforts are driven by the desire to make a meaningful difference. We focus on high-impact activities that bring us closer to our mission.

3. Accountable

We take responsibility for our actions and their outcomes. Accountability means being reliable and owning our roles in the success of Actriv and its mission.

4. Reliable

Trust is built through consistency. We aim to be a dependable partner for our clients and a reliable teammate for our colleagues.

5. Transparent

Openness and honesty are the foundations of our communication. We share information freely, fostering a culture of trust and collaboration.

Belonging at Actriv

Belonging at Actriv is more than just a concept—it's the heartbeat of our culture. It’s about creating a space where every individual feels seen, heard, and valued. Here, you are not just an employee; you are a vital part of a larger mission to transform healthcare and improve lives.

Tenets of Belonging at Actriv

1. People

Heart-Centric: Driving Positive Impact in Healthcare

We believe in heart counts, not head counts. Our commitment to the well-being of our employees, clients, and the broader community guides our actions and decisions to prioritize the positive impact on human lives and the environment.

Employee Empowerment

We believe in empowering our employees to be their best selves. Continuous learning, personal growth, and professional development are cornerstones of our culture.

Inclusivity and Unity

At Actriv, diversity is celebrated, and inclusion is a fundamental principle. We strive to create an environment where everyone feels they belong and can contribute their unique perspectives. We foster an inclusive environment where differences are not just tolerated but celebrated.

Warmth and Compassion

We believe in the power of kindness and compassion. Our interactions are filled with genuine care and concern for one another, creating a supportive and nurturing environment. We greet each other with warmth and ensure that every team member feels a sense of belonging and family.

Inspiration and Growth

Actriv is a place where you are encouraged to dream big and pursue your passions. We invest in your growth and development, providing opportunities to learn, innovate, and excel. Your journey with us is not just about work but about becoming the best version of yourself.

Community and Connection

We are a community united by a common purpose. We connect on a deeper level, building relationships that go beyond the workplace. Whether through team events, collaborative projects, or everyday interactions, we foster a sense of community that makes Actriv a place you look forward to being a part of every day.

2. Environment

Positivity and Well-being

A positive work environment is vital for productivity and happiness. We promote well-being, work-life balance, and a culture of gratitude and appreciation.

High Performance and Excellence

We focus on hiring and retaining top talent, ensuring that we have a team of high performers dedicated to our mission. We are a high-performance organization that sets ambitious goals and strives for excellence in all we do. We celebrate achievements and continuously push the boundaries of what is possible.

Team-Oriented

Collaboration and teamwork are essential to our success. We support each other, share knowledge, and work together to achieve our common goals.

3. Responsibility to Humanity

Innovation for Good

We are obsessed with innovation that benefits humanity. Our goal is to be responsible stewards of advanced technology, ensuring it is used ethically and for the betterment of society.

Freedom and Responsibility

We trust our employees with the freedom to innovate and take responsibility for their outcomes. This balance empowers our team to achieve excellence and drive our mission forward.

Context, Not Control

We provide the necessary context to make informed decisions, avoiding micromanagement. This empowers our team to act with autonomy and purpose.

Customer Obsession

Our clients are at the heart of everything we do. We are committed to understanding and exceeding their expectations, providing unparalleled service and support.

4. Mindset

Candid Communication

Open and honest communication is key to our success. We encourage direct feedback and transparency, ensuring that everyone’s voice is heard and valued.

Gratitude and Appreciation

A culture of gratitude permeates Actriv. We regularly express appreciation for each other's efforts and achievements, recognizing that every success is a collective accomplishment. We believe that gratitude not only boosts morale but also strengthens our bonds as a team.

Continuous Improvement

At Actriv, we are committed to continuous improvement. We seek feedback, embrace change, and strive to be better every day. This commitment to growth ensures that we remain at the forefront of innovation and excellence in healthcare.

Embracing Innovation

Continuous improvement and embracing change are at the core of our culture. We strive to stay on the leading edge of technology and healthcare solutions. 

Summary

Belonging at Actriv is about creating a culture where everyone matters, where every voice is heard, and where every contribution is valued. It's about fostering an environment of kindness, innovation, and excellence. Together, we can achieve great things and make a lasting impact on the world. Welcome to Actriv, where you belong, and where together, we create a better future.

Our Commitment to You

We are committed to your well-being, growth, and success. We believe that by creating a supportive and inclusive environment, we can achieve greatness together. 

Welcome to Actriv, where you belong, and together, we make a difference.