Field Support Liaison

MTM•Newport News, VA

3d•$20•Hybrid

About The Position

The Field Support Liaison serves as a critical field-facing role supporting MTM’s Non-Emergency Medical Transportation (NEMT) operations under the Virginia DMAS contract. The position supports the onboarding, education, and ongoing compliance of drivers, acting as an in-person extension of MTM operations within assigned regional offices and territories. The Field Support Liaison is responsible for delivering required in-person training, conducting vehicle inspections and field audits, validating driver identity, and accurate record keeping within MTM systems, including TIMS (MTM Link). Location: This role is a combination of in office in Newport News, VA (11815 Fountain Way, Newport News, VA 23606) and field work.

Requirements

High School Diploma or G.E.D.
2 + years in transportation, field operations, compliance, or vendor support roles
1 + year’s experience in training others
Must possess a valid driver’s license
Strong facilitation and in-person training delivery skills
Ability to conduct inspections and audits from an authoritative yet professional position
High attention to detail and documentation accuracy
Strong interpersonal and communication skills
Ability to work independently in the field with minimal supervision
Demonstrated professionalism when interacting with drivers, vendors, and medical facilities
Ability to handle confidential and protected health information (PHI)
Ability to explain complex subjects in a clear and interesting way as well as emphasize the importance of content
Ability to accomplish duties/tasks with little direct supervision
Ability to prioritize tasks and deadlines
Ability to solve problems and troubleshoot
Ability to build relationships
Ability to handle confidential information
Ability to use basic office equipment
Proficient in Microsoft Office Suite

Nice To Haves

Bachelor’s Degree, preferred

Responsibilities

Driver Onboarding & Training Conduct in-person driver onboarding and recertification training, including but not limited to: Passenger Assistance and Safety (PASS) Training, Basic First Aid, Defensive Driving, and Virginia DMAS-required driver education topics
Ensure drivers demonstrate understanding of safety, passenger handling, and compliance expectations prior to being cleared for service
Provide ongoing education and corrective coaching, as needed, to reinforce compliance and service quality
Field Audits & Compliance Monitoring Conduct field audits, defined as in-person observation of drivers: Loading and unloading members at medical facilities, residential locations, and other authorized drop-off points, and adhering to safety, dignity, and passenger assistance standards
Perform in-person vehicle inspections to verify compliance with MTM safety requirements and Virginia Medicaid transportation standards
Identify non-compliance, document findings, and communicate corrective actions in alignment with MTM policies and Virginia DMAS contractual obligations
Identity & Credential Verification Validate driver identity through government-issued photo ID verification, ensuring the individual present for training, inspection, or audit matches the credentialed driver on record
Confirm driver eligibility and training completion prior to permitting service delivery
Vendor & Field Support Serve as a field liaison between MTM, regional offices, and transportation providers to support operational alignment and issue resolution
Reinforce MTM expectations, processes, and Virginia DMAS requirements through in-person engagement and education
Escalate observed compliance risks, safety concerns, or repeat deficiencies through established MTM channels
Documentation & Systems Management Maintain accurate records which include Driver training completion, field audits, vehicle inspections etc.
Upload and manage documentation within TIMS (MTM Link) to ensure real-time visibility of driver compliance status
Ensure records meet audit-readiness standards for MTM and Virginia DMAS review
Other duties as assigned