CCCE Operations Manager of Vendor Relations

RadNet; Owings Mills (MD); Sur place; USD 70 000 - 95 000; Plein temps

Résumé du poste

RadNet is seeking an Operations Manager, Vendor Relations to oversee third-party BPO partnerships, including SOW compliance, performance, and cost-effective delivery across nearshore and offshore centers. You will drive governance cadence, track KPIs, and ensure quality and patient experience.

The role collaborates with WFM, QA, IT/Telephony, and regional operations to optimize performance and billing accuracy while maintaining strict HIPAA/PHI safeguards.

Qualifications

• Experience managing offshore/nearshore vendor operations across contact centers and back-office tasks.
• Proven track record of enforcing contracts, SOWs, SLAs, and invoice reconciliations.
• Strong analytics, Excel skills, and ability to build dashboards and reports.
• Excellent written and verbal communication across cross-cultural teams.

Responsabilités

• Oversee SOW/contract governance and performance benchmarks across all outsourced partners.
• Lead vendor governance meetings and drive weekly, monthly, and quarterly reviews.
• Manage billing reconciliation, KPI tracking, and SLA credits with vendors.
• Coordinate with IT, Telephony, and PMO for access, provisioning, and workflow integration.
• Ensure HIPAA/PHI compliance and data security across offshore resources.

Connaissances

Vendor management

Contract governance

SLA compliance

KPI & reporting

Offshore operations

Billing & auditing

Data security (HIPAA)

Formation

Bachelor's Degree in Business Administration

Outils

Five9

Salesforce

Calabrio

IEX

Verint

Cisco

eRAD RIS

Description du poste

Responsibilities

Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNet’s success is its people with the commitment to a better healthcare experience. When you join RadNet as our Operations Manager, Vendor Relations, you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators achieve the best clinical outcomes.

JOB SUMMARY

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.

You will:

• SOW & Contract Governance: 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.
• Vendor Accountability & Performance Management: 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).
• Offshore Administrative Operations Management: 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.
• Governance Meeting Cadence Leadership: Organize, lead, and establish structured agendas for all recurring vendor governance sessions, including:
  • Weekly Operational & Performance/QC Reviews: Tactical review of SLAs, error trends, and immediate corrective action plans.
  • Weekly Quality Control Calibration: Joint calibration between RadNet and vendor quality teams to ensure consistent evaluation and scoring standards.
  • Weekly Workforce Management (WFM) & Staffing Reviews: Analysis of roster headcount adherence, schedule lock-in, intraday forecasting, and shrinkage mitigation.
  • Weekly Regional Operations Touchpoints: Alignment between regional contact center leaders and dedicated vendor pods.
  • Monthly KPI & Invoice Reconciliation: Audit of monthly billed hours against actual telephony dispositions, validation of penalty deductions, under-staffing fee reductions, and contractual service level credits.
  • Monthly Dedicated Training Reviews: Curriculum alignment, evaluation of nesting graduation rates, and planning for new skill/protocol rollouts.
  • Quarterly Business Reviews (QBR): High-level strategic review with executive leadership evaluating operational trends, capacity expansion, technology integration, and overall partnership health.
• Financial & Billing Auditing: 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.
• Remediation & PIP Management: 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.
• Technology & Workflow Integration: 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.
• Training, Onboarding & Nesting Oversight: 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.
• Offshore Compliance & Data Security: 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.

If You Are:

• 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.

Preferred:

• 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.

Ideal Candidate will possess:

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
• Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
• but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.

Pay Range: $70,000 - $95,000 per year