[Hiring] Vendor Escalation Specialist @Zing Health

Role Description

The Temporary Vendor Escalation Specialist provides operational support to the Program & Vendor Management team by assisting with the intake, tracking, research, coordination, and resolution of supplemental benefit vendor escalations. This role serves as a liaison between various internal departments to ensure member issues are addressed timely, accurately, and in accordance with established service level expectations.

The position is intended to provide additional capacity during periods of increased member activity and escalation volume, including Annual Enrollment Period (AEP), Open Enrollment Period (OEP), and major benefit implementation periods. The specialist will support ongoing vendor operations while helping maintain a positive member experience across supplemental benefits.

Essential Functions

• Escalation Management Support:
  • Receive, document, and track escalations received from Member Services, Operations, Compliance, and other internal stakeholders.
  • Review escalation submissions for completeness and accuracy.
  • Conduct preliminary research and gather supporting documentation before escalation submission to vendors.
  • Coordinate with vendor contacts to obtain status updates and resolution details.
  • Monitor escalations through closure and follow up on aging cases.
  • Maintain escalation logs and ensure data integrity within tracking systems.
  • Escalate urgent or high-risk issues to Vendor Management leadership when appropriate.
• Vendor Coordination:
  • Serve as a day-to-day operational contact for routine escalation follow-up.
  • Assist in identifying recurring vendor issues and operational trends.
  • Support vendor accountability by tracking response times and resolution performance.
• Reporting & Trend Analysis:
  • Compile weekly escalation reports and dashboards.
  • Analyze escalation volume, resolution timelines, and root cause trends.
  • Identify recurring operational issues impacting member experience.
  • Support leadership presentations and operational reviews with escalation data and insights.
• Cross-Functional Collaboration:
  • Coordinate with Member Services, Enrollment, Claims, Compliance, IT, and Operations teams to gather information required for issue resolution.
  • Communicate escalation status updates to stakeholders.
  • Support process improvement initiatives aimed at reducing escalation volume and resolution times.
• Administrative Support:
  • Maintain organized documentation of escalations and vendor communications.
  • Assist with audit preparation and retrieval of escalation records.
  • Support special projects related to vendor oversight and operational readiness as assigned.

Qualifications

• Associate's degree or equivalent professional experience.
• 1-3 years of experience in healthcare operations, customer service, vendor relations, case management, or administrative support.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Excel, Outlook, Word, and Teams.
• Ability to handle sensitive member information confidentially.

Requirements

• Preferred Qualifications:
  • Medicare Advantage or health plan experience.
  • Experience working with supplemental benefits such as OTC, transportation, dental, vision, hearing, or benefit card programs.
  • Experience managing or tracking escalations.
  • Familiarity with Salesforce, SharePoint, or escalation tracking tools.
  • Experience analyzing operational data and trends.
• Key Competencies:
  • Strong follow-through and accountability.
  • Critical thinking and problem solving.
  • Professional communication.
  • Process orientation.
  • Data accuracy and documentation.
  • Customer and member focus.
  • Time management and prioritization.
• Success Measures:
  • Timely processing and documentation of escalations.
  • Accuracy of escalation tracking records.
  • Escalation aging and follow-up effectiveness.
  • Vendor response tracking compliance.
  • Quality and accuracy of reporting.
  • Stakeholder satisfaction.
  • Support of operational readiness during peak enrollment periods.

Physical Requirements

• Ability to work primarily in a computer-based environment.
• Ability to attend virtual and occasional in-person meetings as required.
• Ability to manage multiple systems simultaneously while maintaining accuracy.