Manager-Vendor Relations (Full-time Hybrid, Morrisville, North Carolina Based)

Alliance Health•Durham, NC

3d•Hybrid

About The Position

The Vendor Relations Manager is responsible for overseeing the successful implementation, ongoing relationship and monitoring of large vendors serving Alliance members under delegated agreements and the contracts for Alliance’s value-added services program. This position serves as the intermediary between external vendors and internal subject matter experts and will be involved in the entire lifecycle of agency-wide contracts from negotiation through delivery. This position is hybrid with ability to work three days remote. On Tuesday and Wednesday of every week the selected candidate must report onsite at Alliance's Home Office in Morrisville, NC.

Requirements

Bachelor’s degree in a Human Services field, Business Administration or related field from an accredited college/university and a minimum of four (4) years of experience leading the implementation of complex business and/or contractual issues and serving as the principal liaison to business executives, internal and external stakeholders, and other outside advisors.
Must have extensive project management experience and experience in healthcare, business development, sales, communications, or client-focused solutions.
Proven project management or account management experience
Experience delivering solutions based on customer needs
Excellent listening, negotiation, and presentation skills
Exceptional customer service orientation
Excellent verbal and written communication skills, including the ability to explain complex concepts and technologies to business leaders
Planning and organizational skills
Microsoft Project, Excel, Word, and PowerPoint and other commonly used software
Strong critical-thinking and problem-solving skills
Ability to work effectively with, manage, motivate, and get results from diverse stakeholders, including executive and senior leadership
High level of self-motivation and a keen attention to detail
Ability to recommend course of action regarding project/program issues and concerns, implement mitigation plans, then escalate risks and issues as necessary
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to manage and work on multiple projects at the same time

Responsibilities

Manage and Develop staff: Work with Human Resources to attract, maintain, and retain a highly qualified and well-trained workforce. Ensure staff are well trained in and comply with all organization and department policies, procedures, and business processes. Organize workflows and ensure staff understand their roles and responsibilities. Ensure the department has the needed tools and resources to achieve organizational goals and to support employees and ensure compliance with licensure, regulatory, and accreditation requirements. Actively establish and promote a positive, diverse, and inclusive working environment that builds trust. Ensure all staff are treated with respect and dignity. Ensure standards are transparent and applied consistently, impartially, and ethically over time and across all staff members. Work to resolve conflicts and disputes, ensuring that all participants are given a voice. Set goals for performance and deadlines in line with organization goals and vision. Effectively communicate feedback and provide ongoing coaching and mentoring to staff and support a learning environment to advance team skills and professional development. Cultivate and encourage efforts to expand cross-team collaboration and partnership.
Manage Unit operations: Develop and maintain procedures, and business processes for the working relationships, roles, and responsibilities between Vendor Relations Manager, subject matter experts, vendors, and other key internal Alliance partners. Implement vendor management processes across the organization, providing guidance to stakeholders, and seeking ways to continually improve the processes. Along with Organizational Development Team, design and deliver training content for vendor management including day-to-day working guidelines, communication practices, and risk escalation process.
Contract Development, Administration, & Implementation: Develop, review, and maintain all enterprise-wide contracts for large vendors serving Alliance members, as well as contracts for Alliance’s value-added services program. Manage the procurement process from start to finish, including sourcing, negotiation, and contract management. Conduct market research and analysis to identify new vendors and evaluate their capabilities and pricing. Ensure contract is drafted in compliance with Alliance Health policies and procedures, Tailored Plan contract requirements, and NCQA standards. Monitor vendor performance on the administrative components of the contract and gather performance data on the technical and outcomes components. Work with internal teams to understand data and performance requirements and Financial Operations to ensure accurate reporting and invoicing. Communicate the progress of monthly/quarterly actions and deliverables to internal and external stakeholders. Monitor changes to Tailored Plan contract requirements including review of weekly Department of Health & Human Services (DHHS) Medicaid Bulletins and released Tailored Plan contract amendments to understand potential impacts to vendor contracts. Discuss, recommend changes, and ensure those changes are implemented to vendor contracts due to changing Tailored Plan contract requirements.
Build Customer Service and Vendor Relationships: Serve as point of contact for vendors serving Alliance members and provide timely and on-going communication to ensure vendor and Alliance Health’s needs are met. Build rapport with vendors by understanding the scopes of work and responsibilities, clearly communicating, and identifying reasonable and responsible solutions to potential issues. Resolve complaints and prevent additional issues by improving processes and taking other necessary actions to prevent issues. Research vendor questions and provide thoughtful and accurate answers.
Resolving Contract or Vendor Issues: Negotiate change requests between vendors and internal stakeholders. Work with internal subject matter experts and necessary departments to resolve contract and vendor issues. Make recommendations regarding resolution of contract and vendor issues but gets approval before communicating or implementing a resolution.
Responsible for State Reporting: Collaborate with internal stakeholders to ensure vendors are properly updating the Department of Health & Human Services (DHHS) template on a monthly basis using the internal and external instructions and procedures. Ensure required reports are submitted from vendors by the required deadlines. Implement process changes required due to changes in reporting requirements. Discuss with vendor and Alliance staff any changes to reporting templates or state contracts that will impact the vendor relationship, processes, and/or contract.
Delegation Oversight and Monitoring: Serve as a non-voting member of the Delegation and Accreditation Oversight Committee (DAOC). The DAOC is chartered to report certain data such as delegated vendors’ overall performance, significant concerns, and actions to the CQI and Performance Management Committees. Review the overall performance of vendors related to required targets and performance metrics prescribed by the Tailored Plan contract. Escalate concerning trends related to member or provider grievances and complaints to the delegated vendor’s leadership and DAOC. Refer to the DAOC systemic, continuous, or significant concerns, for example concerns that affect members’ access to supplies, medicine or members’ and recipients’ services, their health and safety, or quality of care. Receive and file in a secure location all letters and formal communications related to vendor actions or delegation determinations.
Responsible for Operational Performance: Serve as a member of the Operational Performance Committee (OPC) to develop and meet operational and financial performance targets. Focus on operational discipline and excellence to manage costs optimally and ensure exceptional provider and member experiences. Communicate to vendors highlights, recommendations, and or other actions relevant to their processes. Discuss and recommend process changes to align with recommendations from the committee.
Travel: Travel between Alliance offices, attending meetings on behalf of Alliance, or visit providers or other stakeholders may be required.