Vendor Escalation Specialist

Description

THIS IS A TEMPORARY POSITION, NOT ELIGIBLE FOR BENEFITS, CONCLUDING ON FEBRUARY 28, 2027

COMPANY OVERVIEW

Zing Health is a tech-enabled insurance company making Medicare Advantage the best it can be for those 65-and-over. Zing Health has a community-based approach that recognizes the importance of the social determinants of health in keeping individuals and communities healthy. Zing Health aims to return the physician and the member to the center of the health care equation. Members receive individualized assistance to make their transition to Zing Health as easy as possible. Zing Health offers members the ability to personalize their plans, access to facilities designed to help them better meet their healthcare needs and a dedicated care team. For more information on Zing Health, visit

SUMMARY 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.

Requirements

THIS IS A TEMPORARY POSITION, NOT ELIGIBLE FOR BENEFITS, CONCLUDING ON FEBRUARY 28, 2027

QUALIFICATIONS AND REQUIREMENTS:

JOB REQUIREMENTS:

Required Qualifications

• Associate's degree or equivalent professional experience.
• 1-3 years of experience in healthcare operations, customer service, vendor relations, case management, or administrative su