Liaison, Provider Relations and Vendor Oversight

Boston Senior Home Care•Boston, MA

1d•$60 - $75•Onsite

About The Position

The Liaison, Provider Relations & Vendor Oversight is responsible for strategic and operational management of contracted providers across Boston Senior Home Care’s service programs. The role serves as the organization’s primary point of accountability for vendor performance, compliance, and quality assurance, ensuring contracted services meet state, regulatory, and organizational standards. The Liaison follows the standards and practices in EOEA’s Provider Network Quality Assurance Manual and maintains working knowledge of Commonwealth procurement and contracting policies as they apply to BSHC providers. The role exercises independent judgment in managing vendor relationships, resolving issues, and ensuring compliance with regulatory and contractual requirements. The position oversees provider performance, contracts, compliance, procurement, communications, monitoring, audits, Electronic Visit Verification (EVV), training, and process improvement. It serves as BSHC’s primary liaison to the contracted provider community and coordinates with the Boston ASAPs, CFO, Controller, Fiscal Department, providers, and other stakeholders. The position has no direct supervisory responsibility for BSHC staff but exercises oversight and accountability authority over contracted external providers. This is a regular full-time position of 35 hours per week, Monday through Friday, 9 a.m. to 5 p.m. It operates in a professional office environment and requires up to 50% travel throughout the community for provider site visits and monitoring, including travel under all weather conditions.

Requirements

Bachelor’s degree in business administration, public administration, social work, human services, gerontology, or a related field.
At least three years of experience in vendor or contract management, provider relations, compliance, or a closely related field.
Demonstrated knowledge of state procurement and contracting processes, preferably within the EOEA/ASAP system.
Proven ability to manage external relationships, resolve complex issues, and enforce contractual obligations professionally.
Sensitivity to older adult, disability, and diversity issues.
Commitment to maintaining members at home with dignity.
Must be able to work in the United States.
Must be able to carry 10 to 15 pounds.
Regularly required to talk and hear; frequently required to stand, walk, use hands to finger, handle, or feel, and reach with hands and arms.
Able to travel up to 50% throughout the community under all weather conditions.

Nice To Haves

Master’s degree.
Experience with SIMS/SAMS and Electronic Visit Verification (EVV) systems.

Responsibilities

Oversee contracted providers and monitor their performance against contractual obligations and established expectations.
Identify provider performance issues and implement corrective action plans when performance is out of compliance.
Measure consumer and ASAP staff satisfaction and service quality for each provider annually, and recommend service delivery improvements as needed.
Log, track, and respond to provider complaints and compliments from consumers, families, caregivers, ASAP staff, and community organizations.
Ensure adherence to EOEA’s Provider Network Quality Assurance Manual and applicable state contracting requirements.
Maintain working knowledge of Commonwealth procurement and contracting policies and procedures applicable to BSHC’s contracted providers.
Monitor compliance and proactively mitigate risks related to vendor operations.
Work with the CFO and Controller to prepare and execute homemaker and non-homemaker contracts and amendments for client-purchased services, including preparing documents for provider and CEO signature, updating provider contracts in SAMS, and maintaining accurate records of changes.
Conduct provider procurements with the two Boston ASAPs in conformance with EOEA regulations, including crafting RFPs, preparing and posting legal notices, conducting bidders’ conferences, reviewing and scoring proposals, and selecting vendors.
Coordinate assessment of provider proposals and provider selection with Boston ASAP consortium partners.
Serve as BSHC’s primary liaison to contracted providers, troubleshooting issues methodically, fairly, and diplomatically.
Manage vendor communications, escalations, and issue resolution in a timely and professional manner.
Facilitate provider communication through formal methods such as vendor fairs and in-service trainings, and informal methods such as one-on-one meetings between ASAP staff and vendor staff.
Foster strong, accountable partnerships with external providers.
Monitor contractor services and enforce contracting and performance standards in the ASAP Request for Response issued by EOEA.
Coordinate and participate in joint monitoring of providers shared by the three Boston ASAPs.
Lead provider audits and performance reviews, and track and analyze vendor performance data to identify trends and opportunities for improvement.
Work with the Fiscal Department and providers to ensure services are delivered as authorized, and follow up on ongoing discrepancies or patterns of irregularity.
Ensure contracted providers comply with EVV requirements under MassHealth and EOEA standards.
Monitor EVV compliance data, identify gaps, and work with providers on corrective measures.
Serve as BSHC’s internal resource for EVV policy updates and communicate changes to relevant stakeholders.
Develop and deliver training on provider management, EVV, and compliance standards.
Standardize vendor oversight and reporting processes and ensure related work resources are reviewed and updated as needed.
Coordinate professional development opportunities related to quality, compliance, and provider management.
Document competencies, required courses, and completed training for provider-facing functions.
Assist in developing practices, procedures, and processes for efficient operation of assigned programs.
Make effective independent decisions on day-to-day issues that do not require team discussion, input, or agreement.
Ensure compliance with applicable occupational safety and health regulations.
Travel throughout the community under all weather conditions for provider site visits and monitoring activities.