Customer Retention Manager jobs in Bakersfield, CA

TITLE:                        Provider Recruitment and Retention Specialist

JOB SUMMARY:       In accordance with Omni Family Health (OFH) policies and procedures regarding employee recruitment and on-boarding, this position is responsible for recruitment, onboarding coordination, and retention of new providers into the organization. The Provider Recruiters acts as a liaison between the organization, health center site, and the candidate provider during the interview process.   Provider Recruiters are also responsible for educating candidates on OFH services, FQHC’s in general, hiring and onboarding processes, the mission and vision of the organization and the communities in which the organization serve and the provider candidate will work.   This FLSA exempt position reports and works under the direct supervision of the Chief Human Resource Officer. 

Job Duties/Responsibilities:

POSITION RESPONSIBILITIES I: General recruitment, candidate sourcing and screening, interviewing and selection

1. Assess and plan for provider needs with clinical chiefs and other department heads as needed.
2. Develop an inventory of qualified provider prospects using varied methods including career fairs, technological platforms including Omni website and others, and university/residency programs. Travel and occasional weekend/evening hours as needed/necessary for recruitment purposes.
3. Ensure that appropriate candidates are selected for an interview by properly screening CV’s and resumes meeting OFH qualifications and mission. 
4. Promote OFH and all its benefits to prospective candidates.
5. Continually review the recruitment process by developing and updating recruitment tools to ensure candidates meet expected criteria.
6. Knowledge of immigration laws including J-1, H-1B and green card. 

POSITION RESPONSIBILITIES II: Provider Employment Package Development

1. Develop provider employment packages that are equitable to ensure packages are consistently administered. 
2. Effectively communicate and negotiate with candidates to create a just and desirable package to both OFH and the provider candidate.   
3. Work with department heads to ensure that provider agreements are up-to-date and contain appropriate legal employment language for employee providers and independent contractors.
4. Coordinate visa assistance for providers by facilitating immigration counsel discussions, documentation and assisting in immigration compliance. 

POSITION RESPONSIBLITIES III: Onboarding Coordination

1. Develop provider’s onboarding schedules, communicate schedule with OFH personnel and ensures smooth onboarding by working closely with additional Human Resources teams.
2. Ensure the provider hire has appropriate equipment for the first day of employment by completing requisition paperwork. 
3. Supports the Human Resources department and the team as a whole by collaborating and supporting staff.  This may be in assisting in the onboarding and hiring process directly.

POSITION RESPONSIBLITIES III: Retention Activities

1. Participate as the point of contact for providers on concerns and issues regarding their employment with OFH.  Share feedback with Department heads. 
2. Assist with retaining providers who are successful at meeting OFH expectations for performance. This is done by keeping regular communication with providers and acting as coordinator for issues/concerns.
3. Develop a process that allows for feedback and/or ideas for improvement from providers to be retained.  Consider, and when appropriate, implement these suggestions for process improvement. 
4. Track provider concerns and confirm they are addressed to completion.  Communicate results to the provider as appropriate.
5. Work with the Chief Medical Officer to determine if a renewal offer should be extended.  Keep records of provider’s contract expiration dates and renew contracts as directed.

POSITION RESPONSIBILITY IV: Additional Responsibilities

1. Perform other work related duties as directed by supervisor.  These duties may be verbal or in writing.
2. Demonstrates a commitment to community building by understanding the needs of the areas in which OFH resides and works to find appropriate provider personnel for those areas.
3. Follow internal process established in all areas of responsibility noted in the position’s expectation and operating procedure.

ADDITIONAL DUTIES: 

1. HIPAA compliance - Responsible for maintaining abreast of and in compliance with all H.I.P.A.A. regulations and requirements. Treat all member information confidential.
2. Compliance - Ensure compliance with all local, state and federal regulations.
3. QA/QI - Participate in QA/QI activities and contribute towards the overall performance improvement of the organization.
4. IT - Required to learn and use the EHR/EOHR (Medical Practice Electronic System) and its components. As required by the job functions and highlighted in the Policies and Procedures. These components include NextGen, PMS, QSI and other electronic features, as they are developed and implemented, as applicable to work environment. 
5. All employees will participate in Patient Centered Health Home Model at Omni Family Health.

PROVIDER RECRUITMENT AND RETENTION SPECIALIST AND LEAD SKILLS:

1. Knowledge of healthcare recruiting preferred.
2. Knowledge and experience in creating effective relationships with providers.
3. Ability to communicate effectively with confidence, helpfulness, and honesty.
4. Ability to multi-task and ensuring that projects, communication, and tasks meet expected deadlines.
5. Skills in evaluating, addressing, and providing resolutions to complex issues and challenges.
6. Manage sensitive and confidential material.
7. Skills in recognizing potentially problematic issues, understanding the ramifications and problem solving for effective resolution.
8. Knowledge of geographic area served to provide guidance to providers and their families on the community and surrounding areas.
9. Advanced knowledge of state and federal employment laws impacting the recruitment function, human resources and the overall implications to the organization.
10. Excellent interpersonal, verbal and written communication skills to effectively interact leadership, providers and various departments to provide consulting and guidance, identify needs and gaps, provide problem resolution, elicit feedback and coordinate processes.
11. Ability to demonstrate excellent negotiation and effective organizational skills and priority-setting.
12. Skills and experience leading and/or coordinating projects including timeline development, implementation and evaluation.
13. Skills in serving as a resource and providing guidance to others.
14. Proficient in the Microsoft Office or similar products.   Knowledge of office procedures, word processing and computer software is required.
15. Excellent customer service, phone and interpersonal skills.
16. Ability to work independently in a fast-paced, multi-task environment with attention to detail and the ability to audit one’s own work. Ability to meet deadlines and possess time management skills with minimal supervision.

PROVIDER RECRUITMENT AND RETENTION SPECIALIST AND LEAD QUALIFICATIONS: 

Education and Experience

1. Bachelor’s degree in human resources or other related field is preferred (appropriate experience can be substituted for education). Four or more years’ experience in human resources, marketing, public relations or communications that include experience in developing relationships with providers. Experience working with providers or high-level professionals preferred.

Experience:

1. Minimum three years prior experience in recruitment for senior management positions. 
2. Experience in provider relation activities preferred. 

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needed.

Responsible To:           Chief Human Resources Officer 

Classification:              Full Time Position, Exempt