Manager Vendor Relations

Manages 3rd party program relationship with various vendor partners for customer service performance management standards, financial responsibility and proactively implements appropriate business solutions as required. Act as the critical link between our vendor partners and their account management for delivery of vendor services. As the company’s operations representative, this position manages the facilitation from initial launch of services through day to day interactions. Process and project management are key aspects of this position.

Department: Ops-Integrated Communication

Reports to: Sr. Manager, Vendor Relations

Location: Idlewild Ave. Tampa, FL 33634

Essential Functions:

  • Interfaces with the Wellcare and vendor teams to identify strategies to meet the contractual requirements.
  • Manages project plans through execution.
  • Identifies and executes on process improvement projects.
  • Monitors, manages and reports on vendor compliance of contractual agreements and deliverables, establishing performance goals and objectives
  • Manages business and measures vendor performance against expected Service Level Agreements (SLA’s), defined Key Performance Indicators and is responsible for its financial performance.
  • Ensures standards are being met and prioritized appropriately with suppliers.
  • Develops and implements action plans to address processes needing improvement, providing coaching and motivational support.
  • Acts as single point of contact and escalation for vendors and coordinates issue resolution with Directors.
  • Acts in liaison capacity with vendors, other departments and business units to implement and communicate business strategy.
  • Analyzes trends to recommend, document and implement process improvement.
  • Provides monthly and quarterly summaries to Senior Management on overall performance and trends.
  • Effectively manages processes and projects within department.
  • Plans, conducts and directs work on complex projects/programs necessitating the origination and application of new and unique approaches.
  • Sets integration priorities, develops growth strategies and manages resources for new business opportunities including planning, development, implementation, and maintenance for one or more lines of business.
  • Meet or exceed company objectives for revenue and gross profit.
  • Communicate daily with vendor partner over the telephone as well as in person.
  • Partner with vendor account managers to compile, analyze, and deliver resolution to issues.
  • Manages and develops the workflow for all business processes.
  • Drives prompt and proper resolution to internal business owner requests at all times.
  • All other duties as assigned.
Additional Responsibilities:
  • Conducts user acceptance testing to validate and approve functionality to meet business requirements prior to implementation.
  • Verifies and approves documented business requirements for various vendor programs to meet contractual requirements and business needs.
Candidate Education:
  • Required A Bachelor's Degree in a related field or equivalent directly related experience
Candidate Experience:
  • Required 4 years of experience in a call center and/or managed healthcare operations environment
  • Required Other Vendor Management experience
  • Required Other Relevant functional project based experience
  • Preferred Other Healthcare and quality management experience
Candidate Skills:
  • Intermediate Ability to effectively present information and respond to questions from peers and management
  • Advanced Demonstrated written communication skills
  • Advanced Demonstrated interpersonal/verbal communication skills
  • Intermediate Demonstrated analytical skills
  • Intermediate Ability to drive multiple projects
  • Intermediate Ability to influence internal and external constituents
  • Intermediate Demonstrated negotiation skills
  • Intermediate Ability to represent the company with external constituents
  • Intermediate Other Proven background in call center operations to manage, implement and optimize services by vendors within customer service environment
  • Advanced Other Strong knowledge of call center management best practices, outsourced call center workflow and operations within an outsourced call center environment
Licenses and Certifications:
    Technical Skills:
    • Required Intermediate Microsoft Excel
    • Required Intermediate Microsoft PowerPoint
    • Required Intermediate Microsoft Word

      About us
      Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses primarily on providing government-sponsored managed care services to families, children, seniors and individuals with complex medical needs primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, as well as individuals in the Health Insurance Marketplace. WellCare serves approximately 5.5 million members nationwide as of September 30, 2018. WellCare is a Fortune 500 company that employs nearly 12,000 associates across the country and was ranked a "World's Most Admired Company" in 2018 by Fortune magazine. For more information about WellCare, please visit the company's website at EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.