Analyst 3, Cust Contract Admin


Accountabilities in this role

  • Reporting to the Manager, GPO Contract Membership, the Analyst, GPO Contract Membership position is responsible for the administration of contract membership eligibility and related dispute resolution processes for the GPO (National & Regional) agreements of  Commercial Consumable Sales Contracts for all US business segments and Capital products on National/Regional GPO agreements (currently excluding BioSciences, Diabetes Care and Pharmaceutical Systems). This information is provided to customers, distributors, and to both internal and external Sales and in response to direct and indirect inquiries.
  • Engaging and collaborating with our Distributor partners, GPO’s, and Commercial Customers (Healthcare Delivery and Channel Partners), this position will support best in class, innovative, enterprise operational capabilities and also establish policy, process and governance to ensure the effective implementation of complex, critical contracting membership activities which manage business opportunities appropriately. Candidates must have strong communication, technical, and organizational skills and be accountable for achieving key metrics.
  • Scope includes operationalizing all commercial sales contracts with regards to Membership Solutions including National and Regional GPO contracts (consumables and capital), other Nationals (Reference Lab, CRO and Non-Acute), Regional Network (e. g., IDN). Excludes DS and MMS customized capital contracts and DS consumable contracts structured as financing for capital equipment. This position has no direct reports, but significant matrix managing required across contracting operations.

Essential Responsibilities:

  • Administer the commercial Contract Membership process of the GPO (National & Regional) agreements for consumable products across all US Region’s BUs and products, and capital products on National/Regional GPO agreements (currently excl. Biosciences, Diabetes Care, and Pharmaceutical Systems)
  • Resolve chargeback errors for contract membership and central membership specific error types in accordance with OLA’s and SLA’s utilizing advanced technical skills to assist in analyzing outstanding chargeback disputes.
  • Perform customer/GPO member management to include Central Membership eligibility auditing and maintenance via GPO rosters and adjoining activities (roster adds, changes, and deletes)
  • Organize and respond to Letter of Commitment (LOC) and Letter of Delegation (LOD) requests per GPO clients in order to ensure appropriate eligibility to GPO contracts based on business strategy and contractual obligations
  • Monitor and coordinate appropriate customer slotting to contract tiers through collaboration with Field Sales, GPO partners, Business Integrators, and Commercial Operations
  • Ensure pricing connections are communicated and verified with customers, Contract Execution and Distributor Operations
  • Manage all GPO migrations/transitions based on policy and customer designation
  • Ownership and maintenance of the Membership Solutions (Z004/Z007) Trade Orgs in Vistex to ensure appropriate contract activities and customers are aligned
  • Maintain the GPO Partner Cross-Reference Table
  • Significant collaboration with our distributor and GPO partners to drive change in continuous improvement activities, root cause analysis, and error prevention solutions around our contracting processes in order to facilitate effective policies and procedures that will deliver sustainable results
  • Support and propose continuous process/system improvement initiatives across the Commercial Contract Operations teams while playing an active role on workstream teams and projects
  • Identify and understand key areas of change management with the ability to recognize and communicate the impact of change to Contract Operations
  • Assist leadership with creating and implementing governance processes to ensure standardization and efficient contracting membership policies, procedures, and processes to harmonize all aspects of contract membership operations with the appropriate flexibility to meet customer/market needs and dynamics across all business offerings
  • Be accountable for key metrics; KPI’s (key performance indicators), SLA’s (service level agreements), and IIG’s in order to meet the strategic goals of the organization
  • Collaborate with the Contract Execution Team to ensure the effective execution of policies and procedures are managed across the contract administration and contract membership processes
  • Coordinate dispute information with Chargeback Analyst and Distributor partners as needed to resolve contract error discrepancies. Manage follow up communications with distributors to ensure errors are resolved on the front end.
  • Responsible for maintaining all Membership Solutions related training material and updating desktop procedures to support management
  • Document any identified gaps in contracting membership procedures and work with the team leaders and managers to find resolution


  • BA/BS degree required.
  • 3+ years’ experience in contract operations and demonstrated membership management, pricing strategy expertise and/or related areas.
  • General understanding of the end-to-end commercial contract operations management.
  • Experience in ERP (SAP) and reporting (Business Intelligence) systems.
  • Strong proficiency with Microsoft Office tools Access and Excel.
  • Strong communication and customer centric skills in order to adapt to customer needs while maintaining values.
  • Demonstrates working knowledge of principles of key business metrics and analytical techniques/tools, including their application in effective contract execution.
  • Data and technology management to include data acquisition, mining, analysis and data integrity management.
  • Proven ability to quickly establish credibility, trust, and support within all levels of organization.
  • Analytical problem solver with the ability to evaluate key business drivers and develop clear solution recommendations.
  • Ability to plan, organize, and manage a variable work load and meet schedules with accurate results.
  • Innovative thinker with ability to drive change and effectiveness through automation and process excellence.
  • Ability to work well independently in a team environment, be self-motivated and multi task while achieving expectations.

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