Member Service Specialist I
VHA Inc. - Dallas, TX

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VHA Inc., based in Irving, Texas, is a national health care provider alliance that provides an innovative approach to clinical improvement, industry-leading supply chain management services and supports the formation for regional and national networks to help members improve their clinical and economic performance. With 13 regional offices across the U.S., VHA has a track record of delivering proven results in serving 1,400 hospitals and more than 21,000 other health care providers.

Founded in 1977, we are dedicated to the success of not-for-profit, community-based health care. To help our members meet the needs of their communities, our mission is to improve members' clinical and economic performance. We deliver on our mission by providing industry-leading clinical improvement services, supply chain management services and facilitating the development of member networks to drive sustainable results.

Member Service Specialist I

Location: VHA, Corporate Headquarters – Irving TX

Jointly responsible for member growth of Sales & Service through account management and implementation over the telephone, consisting of day to day management of accounts increasing portfolio utilization among new and existing members, building relationships with program participants, assisting members in converting spend to VHA and Novation contracts, implementation of Sales opportunities, and working with accounts to identify opportunities for supply chain savings. Individual will also hold accountability for customer satisfaction in conjunction with territory Sales Executive and directly implement VHA’s program value and cost savings initiatives to members.

Manage Service territories to achieve individual and team sales and revenue goals.

Continue a high level of account management to maintain the retention of existing members. Build and maintain relationships with members through phone contact supporting Sales & Service.

Partner with Sales Executive on development of member breadth and depth (penetration of contracts and implementation of new solutions).

Implement sales initiatives within defined territories. Execute sign-up activities and handle all documentation after sales gains agreement.

Follow up on identified opportunities and implementation plan including signing of LOP/LOC’s, and identification of sign off of savings.

Ensure member is maximizing the use of VHA analytics tools through education. Promote and assist members with the implementation of VHA’s program tools (i.e., Marketplace@Novation; ) and other program resources.

Responds to CRM targets and follow-up. Complete forms for new and ongoing maintenance.

Analysis of internal and member facing reports, including Revenue Decline Research, providing information and recommendations to members and or sales executives.

Answer member questions and resolve issues in a timely and efficient manner.

Handles all complaints from members, including but not limited to complaints regarding supplier performance or product performance. Handles supplier calls related to member.

Follow up on performance by member and suppliers.

Work closely with suppliers in the supply chain portfolio to understand member needs and to promote VHA and Novation portfolio product and services.

Manage relationships with suppliers, distributors and channel partners within defined geographical territories. Responsible for new member registration, LOC/LOPs, website navigation training and spend analytics.

Collaborate with supply partners to participate in joint member calls to identify potential cost savings opportunities.

Responsible for Novation Standardization Programs including sign-up, maintaining and validation of member potentials, ensuring rebates are recognized and member eligibility.

Membership, analysis, on-boarding, and all issue resolution.

Partner with Sales Executive and/or Region representative to conduct periodic business reviews and attend strategic planning meetings with key suppliers to promote VHA’s products and services programs.

Partner with VHA’s Regional Office(s) and suppliers to penetrate existing accounts and maintain best practice with member.


Bachelor's degree preferred

2-3 years experience account management, high-level customer service and/or sales environment, particularly in health care is preferred.

Must have experience with web-based applications

Equal Opportunity Employer M/F/D/V

About this company
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We are a nationwide network of community-owned health care systems and their physicians.