Vendor & Workforce Operations Lead

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

📋 Description

• Develop and oversee Spring Health’s vendor and BPO management program within revenue cycle and payer operations.

• Formulate strategies, frameworks, and SOPs for sourcing, onboarding, performance assessment, and renewals.

• Act as the primary point of accountability for BPO and vendor partnerships.

• Manage partner performance, staffing levels, escalations, reporting, business reviews, and relationship management.

• Distribute work between internal teams and BPO partners as backlogs, priorities, service levels, and seasonal volumes fluctuate.

• Ensure partners meet KPIs, SLAs, quality standards, and contractual obligations.

• Oversee productivity and utilization while upholding quality for providers, members, and clients.

• Manage the vendor and BPO budget and expenditures, including forecasting, re-forecasting, savings, ROI, and cost-to-serve reporting.

• Establish sourcing strategy and lead RFP processes, build-versus-buy evaluations, renewals, and discontinuations.

• Collaborate with Finance, Legal, InfoSec, and Compliance on contracts, renewals, security, privacy, HIPAA, and compliance standards.

• Streamline and standardize the vendor portfolio and define long-term relationship strategies.

• Leverage AI to automate performance reporting, data reconciliation, SOP development, and outsourced workflows.

• Monitor efficiency improvements such as throughput, handle time, and cost per transaction.

• Direct high-priority escalations and special projects involving third-party partners.

• Report to the SVP of Revenue Infrastructure and work alongside revenue cycle, payer operations, finance, legal, and security leaders.

⛳️ Requirements

• Over 7 years of experience in business operations, program management, or vendor management, preferably in healthcare operations or a high-growth setting.

• More than 4 years of direct experience managing external partnerships.

• Proven experience in leading RFPs and overseeing a large and expanding portfolio of vendor relationships.

• Demonstrated success in establishing a new vendor, workforce, or operations-intensive program from the ground up and scaling it.

• Experience managing vendor budgets or expenditures, showcasing savings or ROI.

• Proficient in managing outsourced operations and distributing work among internal and outsourced teams in a high-volume environment.

• Strong analytical abilities to convert complex performance and financial data into actionable recommendations.

• Familiarity with contract negotiation, SLA design, and vendor risk and compliance assessments.

• Practical experience with AI tools and implementing AI or automation that has significantly enhanced operational throughput.

• Exceptional communication skills and the ability to influence stakeholders.

• Highly organized with meticulous attention to detail.

• Preferred: experience with offshore or nearshore BPO operations.

• Preferred: experience with post-merger or acquisition operations/vendor portfolio integration.

• Preferred: knowledge of behavioral health, provider billing, and/or revenue cycle management.

• Preferred: experience with contract management platforms and project management tools.

• Preferred: understanding of workforce management concepts and tools, including volume forecasting, queue management, or capacity modeling.

• Enthusiasm for mental health.

🏝️ Benefits

• Health, Dental, Vision benefits commence on your first day.

• Access to One Medical accounts.

• HSA and FSA plans, with Spring contributing up to $1K for HSAs based on plan type.

• Employer-sponsored 401(k) match of up to 2%.

• Annual allotment of complimentary visits to Spring Health therapists, coaches, and medication management providers for employees and their dependents.

• Competitive paid time off, encompassing vacation, sick leave, and company holidays.

• Parental leave after 6 months: 18 weeks for birthing parents and 16 weeks for non-birthing parents.

• Noom weight management program.

• Carrot fertility care support and $4,000 reimbursement for related fertility expenses.

• Wellhub subscription for fitness, mindfulness, nutrition, and sleep.

• BrightHorizons sponsored child care, backup care, and elder care.

• Up to $1,000 annual professional development reimbursement.

• $200 annual donation matching.

• Remote work arrangement.

• Equity offered.