Vendor Manager | BPO | Navi Mumbai

Role Overview The Vendor Manager will oversee end-to-end management of vendors handling conversion of paper EOBs to electronic 835 (ERA) formats, ensuring performance, quality, compliance, and cost efficiency aligned with business objectives.

Key Responsibilities

1. Vendor Performance & Operations

• Monitor vendor performance against SLAs, KPIs, and turnaround times
• Track hourly production, throughput, and backlog
• Drive productivity improvements and governance cadence

2. Capacity Planning & Workforce Management

• Align vendor capacity with demand and volume forecasts
• Review hiring plans, monitor attrition, and ensure timely backfills
• Ensure adequate night, weekend, and holiday coverage

3. Ramp & Training Management

• Oversee ramp-up plans and onboarding of new resources
• Ensure structured training programs are imparted and completed
• Track training effectiveness and certification readiness

4. Quality Management

• Define and monitor quality benchmarks
• Conduct audits and drive RCA and corrective actions

5. Compliance & Risk Management

• Ensure adherence to HIPAA and Protected Health Information (PHI) guidelines
• Enforce IT security protocols, data protection, and access controls

6. Inventory & Workflow Management

• Manage inventory, queue allocation, and aging
• Prevent backlog and ensure timely processing

7. Credentialing & Access Control

• Ensure vendor staff are properly credentialed, and system access is compliant
• Track audit access periodically

8. Invoicing & Financial Oversight

• Validate vendor invoices against agreed SLAs, productivity, and pricing models
• Ensure billing accuracy and timely approvals
• Track financial performance and identify cost optimization opportunities

9. Reporting & Analytics

• Publish performance dashboards (productivity, quality, capacity, cost)
• Provide insights, forecasts, and risk flags to stakeholders

10. Continuous Improvement & Action Planning

• Drive RCA and implement corrective/preventive action plans
• Identify automation and process improvement opportunities

11. Stakeholder Management

• Act as the primary liaison between vendors and internal teams
• Ensure alignment with operational, financial, and client goals

Key Skills & Competencies

• US Healthcare Experience preferred not mandatory
• Vendor governance and SLA management expertise
• Understanding of compliance, IT security, and data privacy
• Strong analytical and reporting skills
• Excellent stakeholder and communication skills

Experience & Qualifications

• 10+ years in Healthcare RCM / Operations (Non Mandatory)
• 3+ years in vendor management - Prefered
• Experience in data management processes - Prefered
• Graduate (MBA preferred)

Success Metrics

• SLA adherence & turnaround time
• Productivity & cost efficiency
• Quality accuracy rates
• Compliance (HIPAA, IT security) adherence
• Invoice accuracy & financial control
• Vendor stability (attrition, ramp effectiveness)