Vendor Support Specialist - Senior
Scottsdale , Arizona
October 22, 2017
Position Summary:
As a Vendor Support Specialist, you will collaborate with internal and vendor partners to drive consistent achievement of SLAs, TATs and other Performance Guarantees that are CMS (Center for Medicare Medicaid Services) regulated, client imposed and/or contractually defined, ensuring CVS Health is actively managing compliance risk. You will establish and cultivate constructive relationships with internal strategic, operations, and external vendor partners at multiple organizational levels. In this role, you will be responsible for ongoing monitoring of reporting for productivity and quality metrics. You will partner to perform analysis on underlying causes of process and service failures and below productivity targets and contribute to remediation action plans. Vendor Support and Oversight supports 1200+ resources at 9 locations combined domestically and offshore resulting in an annual spend of approximately $45M.

Additional responsibilities include, but are not limited to;
  • Identifying Vendor Partner critical metric performance opportunities in key areas of productivity and quality
  • Coordinating action plans development and monitoring for remediation of service failures and achievement of target level performance
  • Administering mentorship requests with vendor partner made from internal operations and support partners
  • Partnering with Workforce Management team on workflow management and staffing level readiness to achieve target service levels and turnaround times
  • Identifying needs to update process work instructions and coordinate plans to clarify or update
  • Coordinating identification and resolution actions for Incident Management (system issues) with internal and external partners
  • Tracking and reporting compliance to vendor invoice forecasts and partner to reconcile monthly vendor invoices
  • Travel required up to 15%

Required Qualifications:
  • 2+ years of proven history of achieving and maintaining significant performance target results, such as in a high volume call center environment
  • 2+ years of consultative experience facilitating large group consensus
  • 1+ years of experience using analytical and problem solving skills

Preferred Qualifications:
  • Call Center background helpful
  • General Medicare Operations knowledge
  • Prior Authorizations knowledge is helpful
  • Demonstrated analytical abilities
  • At least 1 year with some analytical responsibilities
  • Demonstrated ability to develop strong relationships internally and externally
  • Demonstrated ability to influence outcomes without direct authority
  • Excellent verbal and written communications skills, including handling of confidential information (e.g., personal health
  • information)
  • Strong organizational skills and attention to detail
  • Project management experience

  • Verifiable GED or High School Diploma is required
  • Bachelor's Degree strongly preferred

Business Overview:
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking AA EEO CVS Health

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website:

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