Vendor Partner Specialist - Contact Center Operations - Spanish Fluency

Description and Requirements

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.

• 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

• 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