Job Summary
NYREACH is seeking a highly organized, articulate, and relationship-driven Senior Manager of Partnership Management & Account Oversight to serve as the primary point of contact for NYREACH’s Social Care Network relationships and key vendor partnerships. This role will manage day-to-day communication, performance tracking, regulatory updates, issue resolution, and operational follow-up with NYREACH’s Lead SCN partners, including SOMOS, PHS, and SIPPS, as well as vendor partners such as Epicured and Medmo. The Senior Manager will ensure that NYREACH remains aligned with SCN requirements, vendor expectations, program deliverables, reporting obligations, and compliance standards. This person must be a strong communicator, a self-starter, highly organized, and able to think through problems quickly and comprehensively.
Responsibilities
SCN Relationship Management
- Serve as NYREACH’s primary day-to-day contact for Lead SCN partners, including SOMOS, PHS, and SIPPS.
- Maintain strong working relationships with SCN representatives, operational leads, compliance teams, and program contacts.
- Stay current on SCN-specific requirements, operational updates, workflow changes, reporting expectations, and regulatory guidance.
- Track and communicate changes in SCN processes to NYREACH leadership and program teams.
- Coordinate follow-up on referrals, service delivery issues, eligibility questions, documentation gaps, and partner escalations.
- Ensure NYREACH’s internal operations remain aligned with each SCN’s expectations and contractual requirements.
Metrics, Reporting & Regulatory Oversight
- Develop and maintain SCN-focused dashboards, trackers, and reporting tools to monitor program performance.
- Track key metrics, including referrals received, members contacted, services initiated, services completed, pending cases, closed-loop referrals, documentation status, and outstanding issues.
- Monitor compliance-related requirements, including documentation timelines, audit readiness, reporting deadlines, and service verification.
- Work with program managers to identify performance gaps and develop timely corrective action plans.
- Prepare regular updates for NYREACH leadership on SCN performance, vendor performance, operational risks, and compliance status.
- Ensure metrics are accurate, organized, and ready for review by internal leadership, SCNs, funders, or auditors.
Vendor Oversight
- Serve as the account manager for NYREACH’s vendor partners, including Epicured, Medmo, and other contracted service providers.
- Monitor vendor performance against contract expectations, service timelines, quality standards, and compliance requirements.
- Ensure vendors remain current with applicable SCN, Medicaid, documentation, privacy, reporting, and audit requirements.
- Coordinate with vendors to resolve service delivery issues, member complaints, missed deliveries, scheduling problems, documentation gaps, or billing discrepancies.
- Support vendor audit preparation and ensure required documents, reports, and corrective actions are completed timely.
- Track vendor deliverables and escalate concerns to NYREACH leadership when performance, compliance, or service quality issues arise.
Program Oversight & Compliance
- Work closely with each NYREACH program manager and the Director of NYREACH to share metrics, identify operational issues, and support program improvement.
- Ensure programs are operating in alignment with SCN requirements, vendor agreements, internal policies, and nonprofit compliance standards.
- Support internal quality reviews to confirm documentation, referrals, service delivery, and follow-up activities are complete and accurate.
- Help develop workflows, tools, and checklists to improve consistency across programs.
- Support audit readiness by maintaining organized records, reports, vendor files, meeting notes, and compliance documentation.
- Identify operational risks early and recommend practical solutions to address them.
Qualifications
- Bachelor’s degree required; Master’s degree preferred in business, healthcare administration, public health, nonprofit management, or related field.
- Experience in account management, business development, or partner management – preferably within healthcare, managed care, or mission-driven organizations
- Experience in contract monitoring, vendor management, or performance-based partner oversight.
- Experience tracking metrics, preparing reports, and managing operational follow-up across multiple stakeholders.
- Understanding of social determinants of health, Medicaid populations, care coordination, and community-based service delivery.
Required Skills
- Excellent relationship-building and account management skills.
- Highly articulate, professional, and comfortable communicating with senior leaders, partners, vendors, and program staff.
- Strong organizational skills with the ability to manage multiple accounts, deadlines, deliverables, and follow-up items at once.
- Excel skills, including trackers, dashboards, pivot tables, data review, and performance reporting.
- Excellent problem-solving skills with the ability to think through issues quickly, clearly, and comprehensively.
- Self-starter with strong follow-through and sound judgment.
- Detail-oriented with a strong understanding of compliance, documentation, and audit readiness.
- Ability to translate regulations, partner updates, and operational changes into clear action steps for internal teams.
- Comfortable working in a fast-moving environment with evolving requirements.
- Strong written and verbal communication skills.
Preferred Skills
- Familiarity with NYS 1115 Waiver, Social Care Networks, Medicaid managed care, or value-based care programs.
- Experience with vendor management, contract monitoring, or partner performance oversight.
- Experience in healthcare, nonprofit operations, account management, managed care, Medicaid programs, community-based services, or vendor oversight.
- Experience using referral platforms, care coordination systems, or CRM-style tracking tools.
- Bilingual English/Spanish preferred but not required.
Success in This Role Looks Like
The successful Senior Manager will keep NYREACH organized, responsive, and compliant across all SCN and vendor relationships. This person will know what each SCN requires, what each vendor owes, what each program manager needs to report, and where operational risks need immediate attention.
