Apply on line at http://www.alohacare.org/Careers/Default.aspx

The Company:

AlohaCare is a local, non-profit health plan serving the Medicaid and Medicare dual eligible population. We provide comprehensive managed care to qualifying health plan members through well-established partnerships with quality health care providers and community-governed health centers. Our mission is to serve individuals and communities in the true spirit of aloha by ensuring and advocating access to quality health care for all. This is accomplished with emphasis on prevention and primary care through community health centers that founded us and continue to guide us as well as with others that share our commitment. As Hawaii’s third-largest health plan, AlohaCare offers comprehensive prevention, primary and specialty care coverage in order to successfully build a healthy Hawaii.

The Culture:

AlohaCare employees share a passion for helping Hawaii’s most underserved communities. This passion for helping and caring for others is internalized and applied to our employees through a supportive and positive work environment, healthy work/life balance, continuous communication and a generous benefits package.

AlohaCare’s leadership empowers and engages its employees through frequent diversity, recognition, community, and educational events and programs. AlohaCare has a strong commitment to support Hawaii’s families and reinforces a healthy work/home balance for its employees. Because AlohaCare values honesty, respect and trust with both our internal and external customers, we encourage open-door, two-way communication through daily interactions, employee events and quarterly all-staff meetings. AlohaCare’s comprehensive benefits package includes low cost medical, dental, drug and vision insurance, PTO program, 401k employer contribution, referral bonus and pretax transportation and parking program.

These employee-focused efforts contribute to a friendly, team-oriented culture, which is positively reflected into the communities we serve.

The Opportunity:

The Vendor Management Specialist position is responsible for overseeing the vendor management process for AlohaCare’s dedicated vendors. This includes tasks such as, performance evaluation, quality monitoring, and relationship building. Ensures that vendors meet the organization's standards, deliver on time, and provide high quality services for our members and providers. Additionally, they may handle issues such as vendor compliance, risk assessment, and conflict resolution.

Primary Duties and Responsibilities:

• Conducts quality assurance audits for the vendors Customer Service Department and tracks results
• Holds weekly or monthly performance meetings with the vendors to help drive Member Satisfaction
• Utilizes different methods of auditing including but not limited to review of recorded agent calls, call documentation review, secret shopper calls and outreach customer service satisfaction surveys
• Manage challenging and/or complex member and provider escalated calls and disputes that requires resolution.
• Works as a point of contact for other departments, (e.g., Health Services, Provider Relations, Claims and Eligibility) in providing resolution to member and/or health plan inquiries.
• Collaborate closely with Customer Service management to develop strategies focused on enhancing and supporting Quality Standards
• Develops Vendor Management KPI Scorecard and distributes monthly reports to key stakeholders on vender performance. Escalates performance issues to appropriate leadership as needed.
• Communicates in a clear, concise and professional manner, including the ability to provide positive yet constructive feedback
• Tracks and trends vendor performance guarantees and issues penalties as needed.
• Provide support in overseeing day-to-day operations on vendor performance
• Works with vendors to implement new technology solutions as needed
• Reports on vendor performance during quarterly DVOC meetings
• Manage project implementations as needed

Requirements:

• High School graduate / equivalent
• Work experience 4 years of customer service / customer facing responsibilities
• Strong oral, written and interpersonal communication skills, including telephone etiquette
• Strong problem solving skills
• Strong listening skills
• Strong multitasking skills
• High energy level and ability to perform repetitive tasks in a fast paced work environment
• Quick learner with the ability to absorb and retain detailed information
• Possess good judgment and common sense
• Working knowledge of Microsoft Office (Outlook, Word Excel and Lync)
• Flexibility and adaptability to changing priorities
• Excellent attendance, must be punctual and reliable
• Cultural diversity and sensitivity
• Consistent, reliable and impactful performance supporting departmental goals
• Positive attitude and energy
• Consistently strong quality audit ratings
• Demonstrates required performance/productivity with routine and complex job duties and call queue management.

Preferred Requirements

• Associate degree or post high school graduate training – especially in healthcare, insurance or customer service related fields
• Work experience 4 years of call center experience
• Bilingual or Multilingual a pIus – particular consideration for Chuukese, Marshallese, Korean, Ilocano or Tagalog speakers
• Prior managed care work experience

Mental, Physical and Environmental Demands:

• Sedentary Work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.
• Inside working conditions
• No environmental hazards
• Requires operation of general office equipment to include PC

Salary Range: $24.00 - $32.00 an hour

AlohaCare is committed to providing equal employment opportunity to all applicants in accordance with sound practices and federal and state laws. Our policy prohibits discrimination and harassment because of race, color, religion, sex (including gender identity or expression), pregnancy, age, national origin, ancestry, marital status, arrest and court record, disability, genetic information, sexual orientation, domestic or sexual violence victim status, credit history, citizenship status, military/veterans status, or other characteristics protected under applicable state and federal laws, regulations, and/or executive orders.