CCCE Operations Manager of Vendor Relations

RadNet • Owings Mills, MD

3d

About The Position

The Operations Manager, Vendor Relations will be responsible for the strategic oversight, operational governance, and day-to-day contract management of RadNet’s third-party Business Process Outsourcing (BPO) partnerships. This includes managing Statement of Work (SOW) compliance, operational performance, and quality delivery across nearshore and offshore contact center partners, specifically scheduling operations and offshore administrative and back-office operations.
This role serves as the primary operational liaison holding vendor leadership accountable to strict Service Level Agreements (SLAs), Key Performance Indicators (KPIs), headcount adherence, and billing reconciliation. The Operations Manager will organize, lead, and drive all vendor governance meeting cadences (weekly, monthly, and quarterly business reviews), manage Corrective Action and Performance Improvement Plans (PIPs), and partner cross-functionally with Workforce Management (WFM), Quality Assurance (QA), IT/Telephony, and Regional Operations to ensure seamless patient experience and cost-efficient operational delivery.

Requirements

• Bachelor’s Degree in Business Administration, Healthcare Administration, Operations Management, or related field; or equivalent combination of education and experience.
• Demonstrated experience managing offshore/nearshore vendor operations, including contact center scheduling teams and offshore administrative/back-office transaction processing.
• Proven track record of managing, enforcing, and interpreting vendor contracts, Statements of Work (SOWs), SLA credit models, and invoice reconciliations.
• Understanding of contact center metrics, WFM scheduling principles (e.g., Calabrio, IEX, Verint), telephony platforms (e.g., Five9, Cisco), and CRM systems (e.g., Salesforce).
• Exceptional leadership and facilitation skills with demonstrated ability to chair executive governance reviews, run multi-stakeholder operational meetings, and enforce accountability.
• Strong analytical, quantitative, and problem-solving skills; advanced proficiency in Microsoft Excel (pivot tables, modeling, variance analysis) and reporting dashboards.
• Strong written, verbal, and cross-cultural communication skills, with experience managing cross-border distributed teams across multiple time zones.
• Must be able to maintain strict confidentiality of patient (HIPAA/PHI) and enterprise proprietary data.

Nice To Haves

• Healthcare contact center, radiology scheduling, or revenue cycle management (RCM) administrative vendor management experience strongly preferred.
• Familiarity with Radiology Information Systems (eRAD RIS or comparable EHR/RIS platforms).
• Operations management experience within contact center environments, directly managing BPO / vendor partner relationships.
• Experience implementing or managing vendor performance across omni-channel environments (voice, digital web chat, CRM integrations).
• Formal project management or process improvement certification (PMP, Six Sigma Green/Black Belt) is an asset.

Responsibilities

• Manage and enforce all operational terms, deliverables, obligations, and performance benchmarks defined within vendor Statements of Work (SOWs) and Master Services Agreements (MSAs) across all outsourced partners.
• Hold vendor operational leadership strictly accountable for contractual KPIs including Inbound Average Handling Time (IAHT), Call Quality/QA scores, Idle Time, occupancy, adherence, Abandonment Rates, Average Schedule Rate, and Monthly Attrition thresholds (monthly).
• Oversee and manage the daily operational workflows, accuracy, turnaround times, and productivity of offshore back-office administrative teams supporting order entry, document administration, medical records requests, insurance validation support, and pre-service tasks.
• Organize, lead, and establish structured agendas for all recurring vendor governance sessions, including: Weekly Operational & Performance/QC Reviews, Weekly Quality Control Calibration, Weekly Workforce Management (WFM) & Staffing Reviews, Weekly Regional Operations Touchpoints, Monthly KPI & Invoice Reconciliation, Monthly Dedicated Training Reviews, and Quarterly Business Reviews (QBR).
• Rigorously validate monthly vendor invoices against telephony data (Five9/telephony reports) and approved billable dispositions (Available, Production, Approved Meetings, Approved Nesting/Upskilling). Enforce under-staffing penalty credits, non-billable overages, and downtime limitations for platform outages or local vendor issues.
• Identify operational bottlenecks, performance dips, or quality variances; mandate, evaluate, and monitor vendor-submitted Corrective Action Plans and formal Performance Improvement Plans (PIPs) to swift resolution.
• Collaborate with internal IT, Telephony, and PMO teams to support vendor access, provisioning, and workflow execution across core RadNet platforms, including Five9 telephony, Salesforce P360, eRAD RIS, and secure enterprise workspaces.
• Partner with internal training teams to ensure vendor new-hire onboarding, 20-day "Ready State" certifications, attrition replacement training (at vendor expense), and compliance training are executed to RadNet standards prior to live production.
• Enforce strict adherence to HIPAA, protected health information (PHI) safeguards, ISO/HITRUST security standards, and offshore resource utilization policies in coordination with RadNet Information Security and Compliance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level