Vendor Operations Lead

Vendor Operations Lead – Community Supports

Sourcewise mission is to provides adults and their caregivers the tools and services they need to effectively navigate their health and life options. Through a comprehensive network of resources, Sourcewise strives to educate, prepare, support, and advocate for all adults, their families, and their caregivers within Santa Clara County.

The Integrated Health Services Department encompasses a portfolio of social and health services including Caregivers Network, CalAIM Enhanced Case Management, CalAIM Community Supports, Digital Link, and Linkages. The Integrated Health Services Department is seeking a Vendor Operations Lead to support with current and growing Community Supports CalAIM program services.

Position Summary:

The Vendor Operations Lead is responsible for managing a high-performing network of Community Supports (CS) Vendors such as Home Modification, Respite, & Residential Care Facilities. This role oversees quality and financial performance to ensure optimal service delivery, network capacity, and vendor compliance. The Vendor Operations Lead serves as the primary point of contact for vendors, fostering partnerships that align with Department of Health Care Services (DHCS), Managed Care Plans (MCP), and Community Supports program goals.

Focused on relationship management, performance outcomes, and operational oversight, the Vendor Operations Lead ensures vendor adherence to contracting terms, MCP requirements, and DHCS care delivery standards. The role tracks key performance benchmarks, addresses performance gaps, and drives continuous improvement across the network. The Vendor Operations Lead maintains proactive and ongoing communication across the provider network, monitors vendor operations, and drives course corrections when needed to ensure consistent delivery of high-quality services.

Additional responsibilities include vetting and onboarding both new and existing providers, leading monthly invoicing and payment functions, supporting the Sourcewise organization with financial stewardship, and coordinating with cross-functional teams as it relates to Community Supports service delivery. The Vendor Operations Lead will collaborate closely with Intake Coordinators, Care Managers, and Community Supports Specialists to ensure seamless care, timely communication, and resolution of vendor-related concerns.

JOB RESPONSIBILITIES:

Vendor Network & Relationship Management

Serve as the primary liaison to contracted vendors, fostering collaboration, addressing operational challenges, and supporting continuous improvement.

Collaborate with contracting teams to streamline vendor onboarding, agreements, and renewals.

Maintain a current and accurate database of all vendor contracts, performance metrics, and service capacity.

Establish and maintain structured communication channels with providers, including regular meetings and updates.

Identify and engage potential vendors to strategically grow the provider network.

Facilitate joint operating meetings to strengthen collaboration and ensure alignment with CalAIM objectives.

Serve as the primary point of contact between CS Specialists, Intake Coordinators, Care Managers, and vendors, ensuring timely communication to support seamless care delivery and client needs.

Collaborate closely with CS Specialists, Intake Coordinators, Care Managers to address vendor-related concerns, support with resolving client and family complaints, and align vendor care delivery approaches with program standards and performance goals.

Compliance, Quality Oversight & Financial Stewardship

Ensure all vendor activities comply with DHCS CalAIM, MCP, and other relevant regulatory stakeholders with Community Supports program expectations.

Monitor vendor performance against contractual obligations, financial benchmarks, quality measures and compliance requirements.

Identify gaps and swiftly intervene with corrective actions while escalating concerns to the Program Manager/Director as needed.

Conduct site visits, audits, and performance reviews to maintain program integrity and evolve service excellence.

Track, analyze, and report key performance metrics related to vendor compliance, service quality, and program outcomes.

Collaborate with the leadership team to monitor vendor and contracting rates, identifying discrepancies and/or risks to financial sustainability.

Oversee and verify vendor invoicing to ensure accuracy, timeliness, and alignment with contract terms.

Support recommendations for rate adjustments, relevant contract modifications, and/or operational improvements to align with MCP funding and program viability.

Onboarding, Training & Technical Assistance

Coordinate onboarding and orientation of vendors to ensure readiness and understanding of program expectations.

Provide training and ongoing technical assistance on compliance, referral processes, service delivery, and performance standards.

Support vendors in other ad hoc means to achieve measurable outcomes and meet performance benchmarks.

Operational Reporting & Continuous Improvement

Develop, implement, and maintain frameworks, tools, and standards to oversee vendor operations and continuous improvement initiatives.

Provide recurring updates and summary reports to Program Manager/Director.

Recommend and implement network optimization strategies, in partnership with Program Manager/Director, to enhance provider performance and program impact.

Deliver routine updates to providers and internal stakeholders on program changes, compliance requirements, and quality initiatives.

REQUIRED QUALIFICATIONS:

Bachelor’s degree in Healthcare Management, Public Health, Business Administration, Operations Management or related field. Equivalent experience may be considered in lieu of a degree.

Minimum of three years of experience in provider/vendor relations, network development, or operations management, preferably within healthcare, social services, or managed care environments.

At least two years of experience managing contracts including negotiation, compliance, and monitoring of contract terms.

Experience implementing quality improvement initiatives with proven ability to establish and monitor performance benchmarks, KPIs, and quality measures to drive operational excellence.

Excellent relationship management and communication skills, with the ability to engage diverse stakeholders.

Knowledge of long-term services and supports, CalAIM initiatives, Medi-Cal programs, or related health and human services systems.

Impeccable attention to detail and follow-through in proactively managing relevant program data and contracting documentation – while also exhibiting strong analytical and organizational skills, demonstrating the ability to successfully manage vendor operations across multiple priorities and program demands.

OTHER REQUIREMENTS:

Ability to travel for site visits, audits, and vendor meetings (as required).

Valid California driver’s license in good standing.

PREFERRED QUALIFICATIONS:

Contracting specialization such as Certified Contract Manager or Compliance Certification

Certification or demonstrated experience implementing quality improvement methodologies such as Kaizen, Lean Six Sigma, or Baldrige Framework

Experience collaborating with or within Managed Care Plans (MCPs), CalAIM, or Medi-Cal Community Supports programs strongly preferred

BENEFITS PACKAGE:

• Health Insurance – Medical, Dental, and VisionLife Insurance
• Health Savings Account (HSA)
• Short-term & Long-term Disability Insurance
• Life Insurance
• Employee Assistance Program (EAP)
• Company-Provided Pension Plan
• Optional Retirement Plan (403b) – employee-funded
• Paid Time Off – Vacation and Holidays
• Sick Leave

PHYSICAL REQUIREMENTS

Prolonged periods sitting at a desk and working on a computer.

Ability to legally drive and navigate within Santa Clara County for in-person encounters.

Must be able to lift 5 to 10 pounds.

Job Type: Full-Time (Exempt position) 40 hours per week, Monday- Friday 8 am-5pm

Work Location: Sourcewise, 3100 De La Cruz Blvd., Suite 310, Santa Clara, CA 95054

This position is currently hybrid in-office/remote, and this arrangement is subject to change based on the needs of Sourcewise and the population we serve.

Job Type: Full-time

Pay: From $83,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Santa Clara, CA 95054