Locums Experience Manager (Temp)

Aya Healthcare, Inc.; United States; On-site; USD 43,000 - 50,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Discretionary bonuses

Paid sick leave

Unlimited DTO

Virtual wellness/fitness classes

Birthday treat

Job summary

Aya Healthcare, Inc. is seeking a Locums Experience Manager to deliver an exceptional provider experience for locum tenens physicians and advanced practice providers throughout their assignments.

This temporary role requires problem-solving, outstanding customer service, and sound judgment to balance provider needs with operational and policy requirements. You will collaborate across Recruitment, Billing, Payroll, Travel, and Legal to resolve issues quickly and maintain high-quality service for

Qualifications

• Bachelor's degree or equivalent professional experience.
• Significant experience in customer service, client services, account management, or another high-touch environment.
• Excellent interpersonal and relationship-building skills with a wide variety of stakeholders.
• Strong critical thinking, judgment, and problem-solving abilities with escalation where appropriate.
• Proven ability to handle challenging or sensitive customer situations with professionalism.
• Excellent verbal and written communication skills with a direct, helpful style.
• Ability to work independently while collaborating across multiple departments.
• Adaptability to evolving priorities and business needs.
• Strong organizational skills with multi-priority management.
• Proactive, solutions-oriented mindset and ownership mentality.
• Client- and provider-centered approach to delivering extraordinary service.

Responsibilities

• Serve as a primary point of support for locum tenens physicians and advanced practice providers throughout their assignments.
• Identify and resolve provider, placement, travel, itinerary, payment, and assignment-related issues with urgency.
• Manage the Locums review process and determine when escalation is needed.
• Balance provider experience, operational needs, policies, and potential risk.
• Liaise between providers and internal teams, partnering with Recruitment, Account Management, Billing, Payroll, and Travel.
• Collaborate with Legal, Credentialing, and other partners when needed.
• Work cross-functionally to address provider needs while adhering to client requirements.
• Anticipate challenges and resolve them with appropriate partners before escalation.
• Communicate clearly with providers and internal stakeholders in time-sensitive situations.
• Identify opportunities to improve processes and the overall Locums experience.
• Contribute ideas to improve team efficiency and provider satisfaction.

Skills

Customer service

Account management

Stakeholder management

Problem solving

Communication skills

Independent work

Cross-functional collaboration

Organizational skills

Ownership and follow-through

Adaptability

Education

Bachelor's degree or equivalent professional experience

Job description

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 escal.
• 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.