CCCE Operations Manager of Vendor Relations

Artificial Intelligence;
Advanced Technology;
The very best in patient care. With decades of expertise, Rad Net is Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of Rad Net’s success is its people with the commitment to a better healthcare experience. When you join Rad Net as our Operations Manager, Vendor Relations, you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators achieve the best clinical outcomes.

The Operations Manager, Vendor Relations will be responsible for the strategic oversight, operational governance, and day-to-day contract management of Rad Net’s third-party Business Process Outsourcing (BPO) partnerships. This includes managing Statement of Work (SOW) compliance, operational performance, and quality delivery across nearshore and offshore contact center partners, specifically scheduling operations and offshore administrative and back-office operations.

This role serves as the primary operational liaison holding vendor leadership accountable to strict Service Level Agreements (SLAs), Key Performance Indicators (KPIs), headcount adherence, and billing reconciliation. The Operations Manager will organize, lead, and drive all vendor governance meeting cadences (weekly, monthly, and quarterly business reviews), manage Corrective Action and Performance Improvement Plans (PIPs), and partner cross-functionally with Workforce Management (WFM), Quality Assurance (QA), IT/Telephony, and Regional Operations to ensure seamless patient experience and cost-efficient operational delivery.

• SOW & Contract Governance: Manage and enforce all operational terms, deliverables, obligations, and performance benchmarks defined within vendor Statements of Work (SOWs) and Master Services Agreements (MSAs) across all outsourced partners.
• Vendor Accountability & Performance Management: Hold vendor operational leadership strictly accountable for contractual KPIs including Inbound Average Handling Time (IAHT), Call Quality/QA scores, Idle Time, occupancy, adherence, Abandonment Rates, Average Schedule Rate, and Monthly Attrition thresholds (monthly).
• Offshore Administrative Operations Management: Oversee and manage the daily operational workflows, accuracy, turnaround times, and productivity of offshore back-office administrative teams supporting order entry, document administration, medical records requests, insurance validation support, and pre-service tasks.
• Governance Meeting Cadence Leadership: Organize, lead, and establish structured agendas for all recurring vendor governance sessions, including:
  • Weekly Operational & Performance/QC Reviews: Tactical review of SLAs, error trends, and immediate corrective action plans.
  • Weekly Quality Control Calibration: Joint calibration between Rad Net and vendor quality teams to ensure consistent evaluation and scoring standards.
  • Weekly Workforce Management (WFM) & Staffing Reviews: Analysis of roster headcount adherence, schedule lock-in, intraday forecasting, and shrinkage mitigation.
  • Weekly Regional Operations Touchpoints: Alignment between regional contact center leaders and dedicated vendor pods.
  • Monthly KPI & Invoice Reconciliation: Audit of monthly billed hours against actual telephony dispositions, validation of penalty deductions, under-staffing fee reductions, and contractual service level credits.
  • Monthly Dedicated Training Reviews: Curriculum alignment, evaluation of nesting graduation rates, and planning for new skill/protocol rollouts.
  • Quarterly Business Reviews (Q ): High-level strategic review with executive leadership evaluating operational trends, capacity expansion, technology integration, and overall partnership health.
• Financial & Billing Auditing: Rigorously validate monthly vendor invoices against telephony data (Five9/telephony reports) and approved billable dispositions (Available, Production, Approved Meetings, Approved Nesting/Upskilling). Enforce under-staffing penalty credits, non-billable overages, and downtime limitations for platform outages or local vendor issues.
• Remediation & PIP Management: Identify operational bottlenecks, performance dips, or quality variances; mandate, evaluate, and monitor vendor-submitted Corrective Action Plans and formal Performance Improvement Plans (PIPs) to swift resolution.
• Technology & Workflow…