Assistant Manager – Concierge, Client Servicing

🕒 June 28

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First Advantage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

First Advantage is a leading provider of global software and data for the HR technology market. Enabled by proprietary technology and AI, it delivers employment background screening, digital identity and verification services, APIs, and risk-monitoring products across the employee lifecycle. The company emphasizes automation and continuous identity verification, serving roughly 80,000 organizations in over 200 countries and territories, and maintains large proprietary databases (over one billion records). Headquartered in Atlanta and publicly traded (NASDAQ: FA), First Advantage focuses on helping customers hire smarter and onboard faster through software, data and services.

📋 Description

• Drive overall Clinical Concierge strategy and establish & monitor Clinical Concierge KPIs to assess the team’s performance • Monitor ongoing or escalated issues impacting operations and customer program performance, and coordinate resolutions to ensure optimal performance and customer satisfaction • Collaborate with customer-facing groups to problem-solve and implement customers' unique operational and/or technical requirements to optimize the customer experience and enhance effectiveness • Support in driving productivity & quality, and lead process improvement initiatives • Measure the effectiveness of Clinical Concierge by defining operational metrics, tracking systems, and reporting to the Healthcare Leadership team • Review trends for order volume, phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made • Review quality performance measurements, provide input for coaching performance/action plans as applicable plus staff development and leadership coaching • Drive new business growth through greater advocacy reference-ability • Ensures that customer satisfaction is achieved through effective communication, problem solving, and efficient processes • Help create and maintain a positive department culture through the participation in, and creation of Company culture initiatives

🎯 Requirements

• 5-8+ years’ experience in operations or customer service management with a technology/Saas company, with at least 3+ years in a leadership role • Experience working with drug and occupational health screenings, preferred • Strong leadership, organizational, and project management skills to manage multiple responsibilities • Strategic and creative thinker with a bias for action; strong conflict resolution and negotiation skills • Exceptional communication and interpersonal abilities, with a collaborative mindset • Extensive analytical skills with experience in data modeling, dashboards, and operational KPI’s • Strong listening skills, attention to detail, decision-making skills

🏖️ Benefits

• Professional development opportunities, such as our award-winning SOAR program • Generous Paid Time Off Program* • Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities* • Competitive benefits (medical, dental, etc.)* • Global Employee Assistance Program (EAP) available to all team members • Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year