Director, Market Strategic Initiatives and Vendor Performance

CareSource is a healthcare organization focused on improving member experiences and operational excellence. The Director of Market Strategic Initiatives and Vendor Performance will oversee critical services, manage vendor relationships, and ensure compliance while enhancing the product and member experience.

Responsibilities:

• Lead initiatives to improve member interactions with plan services and benefits
• Support the alignment of products and services with member needs, with attention to equity, accessibility, and quality
• Monitor and evaluate the end-to-end product service experience, identifying opportunities for improvement and escalation as appropriate
• Manage vendor relationships for DME , ensuring high-quality, quality service delivery and adherence to contractual expectations
• Establish and monitor service level agreements (SLAs) with vendors, focusing on timely delivery of medical equipment
• Oversee the development of policies and procedures related to DME procurement, repair, and replacement services
• Manage vendor relationships for home modification services
• Establish and monitor service level agreements (SLAs) with vendors, focusing on timely and quality delivery of home modifications
• Oversee the development of policies and procedures related to home modifications
• Manage vendor relationships as the primary point of contact for wheelchair repair vendors, ensuring high-quality service delivery and adherence to contractual obligations
• Establish and monitor service level agreements (SLAs) with vendors, focusing on timely repair and maintenance of wheelchairs
• Oversee the development of policies and procedures related to wheelchair repair services
• Provide day-to-day leadership and guidance to provider network process leads, including coaching and performance support
• Partner with internal stakeholders, including operations, compliance, and clinical teams, to support initiative execution and alignment with organizational goals
• Serve as a key point of contact for vendor and partner relationships, escalating risks or issues as needed
• Assist with communication and coordination with external stakeholders, including vendors and regulatory partners
• Perform any other job related duties as requested

Requirements:

• Bachelor's in healthcare management, business, or a related field required
• Seven (7) years of experience in healthcare operations, member services, or product experience roles required
• Experience supporting vendor management and service delivery improvement initiatives required
• Working knowledge of DME services, healthcare regulations, and compliance requirements required
• Strong communications, analytical, and organizational skills required
• Master's or MBA in healthcare management, business, or a related field preferred
• Knowledge of Medicare Advantage rules and regulations
• Knowledge of MassHealth, or other Medicaid program regulations