Operations Support/Call Cntr Analyst

  • Location
    San Antonio, Texas
  • Job type
    Contract/Temporary
  • Salary
    $18.00/Hour
  • Category
    Call Center & Customer Service - Customer Service

Reporting to the Manager, Operations Support, this position assists in the day-to-day vendor credentialing support of the Field Sales and Service organization across US Regions Business. This role will be a key player involved with the transformation and harmonization of the the vendor credentialing program for the new combined company. The primary goal of this position is to increase field rep productivity, maximize new hire experience, ensure operational efficiencies, manage credentialing program compliance, as well as system and process integrity. This position partners closely with others, including Sales and Service Team Leaders, Cross-functional Business Partners, HR, IT, Contracts, Legal and 3rd party suppliers to administer the policies, procedures and operations of the vendor credentialing program.

This position is a challenging and critical/highly visible role, works with all levels of employees and management. The right fit will be someone who has the creativity to solve problems, thrive independently, and be a people-person, organized and have exceptional communication skills. We're looking for an engaged and customer-focused professional with strong computer & analytical skills, as well as superb time management and prioritization abilities.

The best candidate for this position is a self-starting, organized, personable, multi-tasker that can handle a high stress environment and prioritize their tasks in order to be successful in both roles. This person will also have the ability to identify opportunities for cost savings/avoidance, process improvements, evaluate relevant options and execute appropriate solutions. He/she will operate with minimal direction, a sense of urgency, and strong accountability for his/her results. He/she will need to be able to demonstrate assertiveness in ensuring the program integrity is being upheld when challenged.

Essential Responsibilities:
Vendor Credentialing

� Responsible for administering, promoting and supporting vendor credentialing best practices and processes for our field based employees, which include solid understanding, interpretation and enforcement of vendor credentialing process.
� Handle day-to-day inquiries and requests related to vendor credentialing, including but not limited to account creation, registrations, membership renewals and deactivation, document uploads, resolution of account discrepancies and access issues with credentialing agencies and hospital customers.
� Provide pre and post annual sales meeting �shot bar� event credentialing support as required.
� Communicate and interact with field based employees on process and collect any necessary documents.
� Maintain and organize all individual personnel credentialing files and databases needed for credentialing process.
� Maintenance, review & approval of exceptions to vendor credential Terms/Conditions, and communication of escalations to Contracts/Legal as required based on set guidelines.
� Serve as liaison between the Operations Support, field staff, Legal / Contracts to provide input on terms and conditions that are applicable to our credentialing program.
� Assist Contracts/Legal in facilitating exceptions to standard terms and conditions as needed within specified parameters.
� Support the maintenance & enhancement of process documentation and training materials.
� Administer routine credentialing related background/healthcare sanction check efforts.

Other

� Other duties as assigned, including but not limited to providing cross-coverage to other areas within Operations Support.

Qualifications

� Associate or Bachelor�s Degree or similar field or relevant work experience.
� Minimum 3-5 years related experience in a corporate business administration role.
� Demonstrate working knowledge of business unit sales organizations and field sales operating practices.
� Proficient in Outlook, Word, Excel and PowerPoint. PC system and internet savvy.
� Salesforce.com experience advantageous.
� Excellent attention-to-details.
� Ability to perform in-depth research independantly.
� Proven strong customer service, interpersonal, communication and problem-solving skills.
� Ability to understand, and interpret contract documents, T�s & C�s, procedures, or regulations.
� Ability to draft business correspondence and procedural documents.
� Ability to effectively present information and respond to contract-related questions from customers and other internal departments.
� Ability to work independently and with others to support strong team development.
� Be able to work effectively in an extremely fast-paced and high volume transactions environment.
� Strong aptitude for teamwork; ability to constructively address issues and facilitate timely resolution.
� Willingness and ability to accept and take on additional projects and responsibilities as requested.
� Ability to handle confidential material and information in an ethical and professional manner.
� Healthcare or medical device industry experience advantageous.
� Vendor credentialing experience a big plus.

Key Competencies
� Customer Focus
� Business Acumen
� Personal Courage
� Drive for Results
� Teamwork / Collaboration

Reporting to the Manager, Operations Support, this position assists in the day-to-day vendor credentialing support of the Field Sales and Service organization across US Region�s Business. This role will be a key player involved with the transformation and harmonization of the the vendor credentialing program for the new combined company. The primary goal of this position is to increase field rep productivity, maximize new hire experience, ensure operational efficiencies, manage credentialing program compliance, as well as system and process integrity. This position partners closely with others, including Sales and Service Team Leaders, Cross-functional Business Partners, HR, IT, Contracts, Legal and 3rd party suppliers to administer the policies, procedures and operations of the vendor credentialing program.

This position is a challenging and critical/highly visible role, works with all levels of employees and management. The right fit will be someone who has the creativity to solve problems, thrive independently, and be a people-person, organized and have exceptional communication skills. We're looking for an engaged and customer-focused professional with strong computer & analytical skills, as well as superb time management and prioritization abilities.

The best candidate for this position is a self-starting, organized, personable, multi-tasker that can handle a high stress environment and prioritize their tasks in order to be successful in both roles. This person will also have the ability to identify opportunities for cost savings/avoidance, process improvements, evaluate relevant options and execute appropriate solutions. He/she will operate with minimal direction, a sense of urgency, and strong accountability for his/her results. He/she will need to be able to demonstrate assertiveness in ensuring the program integrity is being upheld when challenged.

Essential Responsibilities:
Vendor Credentialing

� Responsible for administering, promoting and supporting vendor credentialing best practices and processes for our field based employees, which include solid understanding, interpretation and enforcement of vendor credentialing process.
� Handle day-to-day inquiries and requests related to vendor credentialing, including but not limited to account creation, registrations, membership renewals and deactivation, document uploads, resolution of account discrepancies and access issues with credentialing agencies and hospital customers.
� Provide pre and post annual sales meeting �shot bar� event credentialing support as required.
� Communicate and interact with field based employees on process and collect any necessary documents.
� Maintain and organize all individual personnel credentialing files and databases needed for credentialing process.
� Maintenance, review & approval of exceptions to vendor credential Terms/Conditions, and communication of escalations to Contracts/Legal as required based on set guidelines.
� Serve as liaison between the Operations Support, field staff, Legal / Contracts to provide input on terms and conditions that are applicable to our credentialing program.
� Assist Contracts/Legal in facilitating exceptions to standard terms and conditions as needed within specified parameters.
� Support the maintenance & enhancement of process documentation and training materials.
� Administer routine credentialing related background/healthcare sanction check efforts.

Other

� Other duties as assigned, including but not limited to providing cross-coverage to other areas within Operations Support.

Qualifications

� Associate or Bachelor�s Degree or similar field or relevant work experience.
� Minimum 3-5 years related experience in a corporate business administration role.
� Demonstrate working knowledge of business unit sales organizations and field sales operating practices.
� Proficient in Outlook, Word, Excel and PowerPoint. PC system and internet savvy.
� Salesforce.com experience advantageous.
� Excellent attention-to-details.
� Ability to perform in-depth research independantly.
� Proven strong customer service, interpersonal, communication and problem-solving skills.
� Ability to understand, and interpret contract documents, T�s & C�s, procedures, or regulations.
� Ability to draft business correspondence and procedural documents.
� Ability to effectively present information and respond to contract-related questions from customers and other internal departments.
� Ability to work independently and with others to support strong team development.
� Be able to work effectively in an extremely fast-paced and high volume transactions environment.
� Strong aptitude for teamwork; ability to constructively address issues and facilitate timely resolution.
� Willingness and ability to accept and take on additional projects and responsibilities as requested.
� Ability to handle confidential material and information in an ethical and professional manner.
� Healthcare or medical device industry experience advantageous.
� Vendor credentialing experience a big plus.

Key Competencies
� Customer Focus
� Business Acumen
� Personal Courage
� Drive for Results
� Teamwork / Collaboration

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Reference number US_EN_1_115854_11775843