Vendor Account Manager

Job Description:

• Work with the Transportation Provider (TP) to follow through on service issues, troubleshooting problems and concerns, complaints and education
• Utilize data to develop and deliver performance improvement plans (PIP), and when needed, assess liquidated damages or termination
• Coordinate and conduct provider performance evaluations
• Conduct off boarding for providers not meeting standard expectations
• Serve as the first point of contact for all vendor service requests and escalations
• Own the day to day vendor interaction and satisfaction
• Conduct on site vehicle inspections and provider audits to verify compliance with MTM and HIPAA guidelines, including random safety audits or observations
• Deliver timely, accurate and professional operational support to all vendors within a specified geographic area and Service Level Agreements
• Demonstrate proactive leadership by working with internal MTM teams and external client teams, when necessary, to ensure complete resolution of TP issues
• Demonstrate proficiency by providing effective consultation to TP’s and guidance to internal team members
• Manage and maintain credentialing compliance in accordance with MTM client contracts
• Recognize opportunities to educate TP’s contacts on MTM processes when necessary
• Work with the Transportation Manager to reduce transportation costs
• Build and sustain a strong working partnership with assigned transportation providers
• Assist with/participate/facilitate regular provider town hall meetings
• Handle inbound service requests and ensure that they are properly assigned or addressed
• Liaise with other internal departments as required to resolve vendor’s issues and questions
• Provide ongoing support to transportation providers regarding claims, payments, eligibility, utilization management or any other questions impacting provider performance
• Meet or exceed assigned KPI’s and business objectives
• Meet all provider compliance requirements, including but not limited to inspections, audits and credentialing, ensuring non-compliant Vendors are not performing services for MTM
• Submit provider configuration changes to data management team and partner with them to ensure vendor is set up properly in the systems

Requirements:

• High School diploma or GED
• College Degree or equivalent work experience
• Minimum 2 years’ experience as an Account Manager or relevant related experience
• 1-2 years’ operational experience
• Must possess a valid driver’s license
• Demonstrate excellent time management skills
• Knowledge of transportation logistics
• Persuasive negotiator
• Must be able to conduct inspections, audits, communicate issues, and corrective actions from an authoritative position but with professional courtesy
• Moderate skills in Microsoft Office
• Analytical in using data to drive operational and cost improvement
• Demonstrate a high level of ownership
• Must be able to demonstrate strong customer service skills
• Ability to maintain positive and team focused during high stress situations
• Strong ability to pay attention to detail
• Excellent communication skills
• Ability to maintain high level of confidentiality
• Must be able to communicate with staff of all job levels professionally
• Ability to prioritize assigned projects, incidents, and requests
• Ability to identify with customers' needs and circumstances
• Ability to recognize, handle and refer situations of an emergent nature
• Adhere to all MTM established protocols and policies
• Regular attendance
• Experience in Project Management and/or Contract Negotiations is preferred
• Experience in Cost Management is preferred

Benefits:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities