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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 for our EEO policy.