The Vendor Relations Specialist is responsible for ensuring timely and accurate project completion; including new product implementations, benefit testing, and due diligence of new vendor vetting. This individual is accountable for issue resolutions arising from use of contracted services, and is responsible for analyzing escalation tracking to identify trends and respond proactively to prevent future problems. The Vendor Relations Specialist works with departments throughout the company to implement and communicate changes, and works closely with contracted vendors to identify new opportunities and program enhancements.
Assist VP-Vendor Relations with research, screening and evaluation of vendors’ viability for inclusion in New Benefits’ product portfolio by gathering information such as product fit, history, performance, network recognition and member experience (Responsible for vetting new potential vendors)
Contact every vendor once per quarter to maintain relationships and discuss product changes and enhancements
Manage benefit escalation troubleshooting by determining root cause of product issues and working with vendors and VP-Vendor Relations to resolve problems and prevent further difficulties
Conduct regular internal benefit training and communicate benefit updates, highlights and changes to ensure and enhance product knowledge throughout the company
Accountable for quarterly benefit testing and addressing all identified issues
Collaborate with the Marketing Department to identify training and marketing opportunities
Coordinate and moderate vendor/benefit webinars
Manage benefit implementation and change processes, ensuring timely and accurate product launch/update and communication internally and externally
Compile and analyze benefit utilization and membership data to identify trends and determine marketing and product education opportunities
Gather vendor created marketing material and informational assets for internal and external product education and promotion
Other duties as assigned
Core Competencies (F.L.I.I.P.)
Flexibility – Maintains effectiveness when experiencing major changes in work responsibilities or environment and adjusts effectively to work within new structures, processes, requirements or cultures. Remains flexible in spite of adversity. Embraces change.
Leadership – Facilitates a positive and productive team oriented environment. Provides open communication/feedback within the team. Builds collaboration to maintain productive teams. Treats people with honesty and respect. Maintains positive relationships with employees at all levels. Uses appropriate interpersonal styles to establish effective relationships with clients, vendors and internal partners. Interacts with others in a way that promotes openness and trust and gives them confidence in one's intentions.
Innovation – Identifies and accomplishes challenging objectives or personal goals. Works effectively with others to achieve goals. Looks for and takes advantage of opportunities. Maintains a high level of interest, enthusiasm and personal performance. Takes steps to improve processes and find better solutions. Champions quality work and proactively takes steps to correct errors or improve overall products/solutions. Drives continuous improvement. Demonstrates a willingness to change approach based on feedback.
Integrity – Supports and upholds the organization's standards and values. Demonstrates honesty, reliability and professionalism. Maintains the highest ethical standards.
Passion – Provides excellent customer service to internal clients, partners, vendors and teams. Responds promptly, professionally, effectively, and efficiently. Recognizes sense of urgency in responding to needs. Follows up to ensure requests, needs, and commitments are met consistently.
Education and Experience:
Associates degree or equivalent work experience
1+ year administrative and customer service responsibilities required
3+ years of experience in client services or product management is preferred
Required Knowledge, Skills, and Abilities:
A Commitment to Excellence!
Excellent customer and client service skills
Superior organizational skills/ability to manage details
Strong critical thinking skills
Excellent written and communication skills
Ability to understand and carry out assignments, working independently or as part of a team
Ability to recognize problems and identify correct solutions
Ability to multi-task
Ability to work in a highly visible and fast paced environment
Computer Skills: Windows Environment, strong MS Office skills, Internet, and proprietary databases
Job Specific Competencies:
Diagnostic Information Gathering – The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information, when others are reluctant to disclose it
Strategic Thinking – The ability to analyze the organization's competitive position by considering market and industry trends, existing and potential customers (internal and external), and strengths and weaknesses as compared to competitors
Forward Thinking- Embracing innovation and development; progressive; proactive; and anticipative
Building Collaborative Relationships – The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support
Customer Orientation – The desire to assist external and/or internal customers
Written and Oral Communication - The ability to express oneself clearly in conversations and written interactions with vendors and internal/external customers
Results Orientation - The ability to focus on the desired result of one's own or one's unit's work, setting challenging goals, focusing effort on the goals, and meeting or exceeding them
Thoroughness – Ensuring that one's own and others' work and information are complete and accurate; carefully preparing for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled
Physical Demands and Environment:
Requires sitting for extended periods of time; working at a computer 6-8 hours daily
May sometimes have to lift objects weighing less than 25 pounds; may include reams of paper, small mail bins or stacks of mail
Requires both talking and hearing both in person and by phone; may answer calls from external departments, as well as being able to speak directly with co-workers
Often requires repetitive tasks for extended periods of time; processing monthly reports and entering group payments into Tracking
Requires seeing details at a close range; when verifying data entered into Tracking
*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This discount card program is NOT insurance, not intended to replace insurance, and does not meet the minimum creditable coverage requirements under the Affordable Care Act or Massachusetts M.G.L. c. 111M and 956 CRM 5.00. It contains a 30-day cancellation period, provides discounts only at the offices of contracted health care providers, and each member is obligated to pay the discounted medical charges in full at the point of service. For a complete list of disclosures, please click here. | Limitations, Exclusions and Exceptions | Discount Plan Organization: New Benefits, Ltd., Attn: Compliance Department, PO Box 803475, Dallas, TX 75380-3475.