Vendor Account Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Collaborate with the Transportation Provider (TP) to address service issues, troubleshoot problems, and manage concerns, complaints, and educational needs.

• Leverage data to create and implement performance improvement plans (PIP) and, when necessary, evaluate liquidated damages or termination.

• Organize and carry out evaluations of provider performance.

• Facilitate the offboarding of providers who do not meet standard expectations.

• Act as the primary point of contact for all vendor service inquiries and escalations.

• Oversee daily vendor interactions and ensure satisfaction.

• Perform on-site vehicle inspections and provider audits to confirm adherence to MTM and HIPAA guidelines, including conducting random safety audits or observations.

• Provide timely, precise, and professional operational support to all vendors within a designated geographic area and Service Level Agreements.

• Exhibit proactive leadership by collaborating with internal MTM teams and external client teams, as needed, to ensure comprehensive resolution of TP issues.

• Showcase proficiency by offering valuable consultation to TPs and guidance to internal team members.

• Manage and uphold credentialing compliance in line with MTM client contracts.

• Identify opportunities to educate TP contacts on MTM processes when necessary.

• Collaborate with the Transportation Manager to minimize transportation costs.

• Establish and maintain a robust working relationship with assigned transportation providers.

• Participate in and facilitate regular provider town hall meetings.

• Address inbound service requests and ensure proper assignment or resolution.

• Coordinate with other internal departments as needed to resolve vendor issues and inquiries.

• Offer continuous support to transportation providers regarding claims, payments, eligibility, utilization management, or any other inquiries impacting provider performance.

• Achieve or surpass assigned KPIs and business objectives.

• Fulfill all provider compliance requirements, including but not limited to inspections, audits, and credentialing, ensuring non-compliant vendors do not deliver services for MTM.

• Submit provider configuration changes to the data management team and collaborate with them to ensure proper vendor setup in the systems.

⛳️ Requirements

• High School diploma or GED.

• College degree or equivalent work experience.

• A minimum of 2 years of experience as an Account Manager or related relevant experience.

• 1-2 years of operational experience.

• Must hold a valid driver’s license.

• Exhibit excellent time management abilities.

• Knowledgeable in transportation logistics.

• Skilled negotiator.

• Capable of conducting inspections, audits, communicating issues, and corrective actions with authority while maintaining professional courtesy.

• Moderate proficiency in Microsoft Office.

• Analytical approach to utilizing data for operational and cost improvement.

• Demonstrate a high level of ownership.

• Must exhibit strong customer service capabilities.

• Ability to remain positive and team-focused during high-stress situations.

• Strong attention to detail.

• Excellent communication skills.

• Ability to maintain a high level of confidentiality.

• Capable of professionally communicating with staff at all job levels.

• Ability to prioritize assigned projects, incidents, and requests.

• Ability to empathize with customers' needs and circumstances.

• Ability to recognize, manage, and refer situations of an emergent nature.

• Adherence to all established MTM protocols and policies.

• Regular attendance is required.

• 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.