Vendor Partner Specialist - Contact Center Operations

The Vendor Partner Specialist is the principal contact for all vendor-related interdepartmental collaborations and is responsible for the relationship and management of business services being performed by external vendors (including off-shore). Management of these services will include, but not be limited to, service level agreement (SLA) adherence, production responsiveness, quality auditing, regulatory education and workflow prioritization. The Vendor Partner Specialist will also be responsible for working directly with the Vendor Teams to make decisions ensuring deliverables are met and reported to Management.

Duties and responsibilities

• Analyze, manage and delegate daily workflow to and from external vendors to ensure proper execution of tasks and meeting of SLAs are accurate.
• Analyze and ensure vendor accuracy by reviewing and consolidating work product to identify trends and gaps
• Communicate regularly with department leaders, subject matter experts, and quality teams regarding processes, system issues, quality scores, and opportunities to increase performance and/or quality metrics impacting workflow and membership
• Ensure adherence of regulatory and compliance mandates.
• Work with Information Technology to define and ensure business requirements are clearly understood and solutions achieved
• Administer daily oversight and resolution of issues affecting vendor user system access
• Work with information technology to assist in the onboarding of newly hired vendors.
• Trend and respond to all daily inquiries
• Function as liaison between department leaders and vendors in relaying information around business processes, workflow, projects, process improvement, etc.
• Maintain accurate documentation of assigned and completed vendor work, with daily summary reporting to Management.
• Coordinate training with all the appropriate parties.
• Maintain ongoing communication to ensure Operations Training, Quality Assurance and vendors are updated and aligned on all departmental changes
• Identify new opportunities for vendor engagement.
• Recommend changes, updates and workflow process enhancements for continuous improvement and streamlining.
• Assist with special projects and other duties based on business need.

Minimum Qualifications:

• Work experience in analysis and vendor relationship management
• Experience analyzing business requirements
• Experience with MS Office Suite
• Experience in metric creation and reporting
• Experience meeting strict deadlines
• GED or High School diploma from an accredited institution

Preferred Qualifications: 

• Healthcare industry experience (i.e. managed care organization, commercial health insurance plans, hospital, etc.)
• Insurance enrollment and billing experience
• An understanding of performance management, interpreting measurements, and dissemination of information to department leadership or vendor
• A proactive approach to management of inventory and system accesses to ensure data and work flow continues to be maintained
• Bachelor's degree or higher from an accredited institution

Compliance & Regulatory Responsibilities: Noted above

License/Certification: NA

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.  HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLCshallnotdiscriminateagainstanydisabledemployeeorapplicantinregard to any position for which the employee or applicant is otherwise qualified.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected] or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with HF Management Services,  LLC.

Know Your Rights

All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst.  Healthfirst will never ask you for money during the recruitment or onboarding process.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $58,900 - $80,070

• All Other Locations (within approved locations): $51,000 - $75,905

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.