Vendor Services Specialist

Role Summary: The Vendor Services Specialist supports timely access to services by coordinating Purchase of Service (POS) requests and connecting participants with contracted vendors. This position serves as a key point of contact between vendors and internal care management staff to facilitate service assignments, monitor assignment issues, and maintain accurate service and vendor information. The Specialist also supports vendor relations, utilization tracking, system administration, compliance activities, and process improvement in accordance with program, regulatory, contractual, and organizational requirements.

Responsibilities and Duties

• Review and process Purchase of Service (POS) requests for MI Choice Waiver, Self-Determination, Community Transition Services (CTS), and other applicable services.
• Facilitate service requests with appropriate vendors and monitor requests through vendor response, assignment, and completion.
• Serve as a primary contact for vendors regarding service requests, availability, assignments, status updates, documentation, and service-related concerns.
• Follow up on outstanding, delayed, or unresolved service requests and communicate status and required follow-up to Supervisor.
• Assign and track two-week follow-ups for new or changed services and communicate service-related issues to Supports Coordinators and CMD Manager for resolution.
• Monitor, respond to (if applicable), and appropriately route Vendor View messages and other vendor communications to internal staff.
• Cross-reference POS requests, vendor notices, and monthly invoices to ensure Community Transportation service authorizations are accurately entered and maintained.
• Maintain accurate service requests, vendor and utilization records; identify discrepancies, trends, or recurring service issues and escalate concerns to management with appropriate supporting information.
• Prepare service requests, utilization, vendor activity, and other reports as assigned and assist with identifying trends or information that may support operational improvements.
• Administer vendor system access and user accounts in Compass, including onboarding, updating, and deactivating authorized users in accordance with organizational access requirements.
• Track submission of required Direct Care Worker (DCW) Premium Distribution Reporting Form during designated reporting periods.
• Support vendor compliance activities, including monitoring required documentation and reporting submissions.
• Conduct quarterly Special Investigations reviews of applicable licensing reports for contracted residential providers, document findings, and submit findings to management for review and appropriate follow-up.
• Participate in department meetings, process improvement activities, and special projects that support effective vendor coordination and service delivery.
• Maintain confidentiality and perform all responsibilities in accordance with Medicaid, MDHHS, CMS, HIPAA, contractual, and organizational requirements.
• Perform other reasonable and related duties as assigned.

Required Knowledge, Skills and Abilities

• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, Teams, and SharePoint.
• Experience with Compass or similar case management systems; ability to learn other software and technology tools as required.
• Knowledge of Medicaid, Home and Community-Based Services (HCBS), long-term care, service authorization, healthcare operations, or vendor/provider relations preferred.
• Ability to interpret and apply contractual and organizational policies and requirements.
• Strong attention to detail and ability to accurately enter, review, reconcile, and track information.
• Strong verbal and written communication skills with the ability to establish and maintain effective working relationships with vendors and internal staff.
• Strong organizational and time-management skills with the ability to manage multiple priorities, follow-ups, and deadlines.
• Ability to identify issues, exercise sound judgment, address routine problems, and appropriately escalate concerns.
• Ability to work independently and collaboratively while maintaining confidentiality and professional standards.

Education, Experience, and Requirements

• Education: Associate degree in Business, Healthcare Administration, Human Services, Public Administration, Health Information Management, Health Services Administration, or a related field preferred. Equivalent combination of education, training, and relevant experience may be considered.

• Experience: Two (2) years of experience in healthcare administration, Medicaid services, service authorization, vendor or provider coordination, compliance, care management, HCBS, long-term care, human services, or a related field. Experience with Medicaid waiver programs, contracted vendors/providers, provider relations, authorization/case management systems, or healthcare operations preferred.