Provider Relations and Vendor Oversight Specialist

Boston Senior Home Care•Boston, MA

3d•Onsite

About The Position

The Provider Relations & Vendor Oversight Specialist is responsible for the strategic and operational management of contracted providers across Boston Senior Home Care’s service programs. The role is the organization’s primary point of accountability for vendor performance, compliance, and quality assurance, ensuring contracted services meet state, regulatory, and organizational standards. The Specialist 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, procurement, relations, monitoring, audits, and Electronic Visit Verification (EVV) compliance. It develops and delivers training, standardizes oversight processes, and supports efficient program operations. The role has no direct supervisory responsibility for BSHC staff but exercises oversight and accountability authority over contracted external providers. This is a regular full-time, exempt 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, including travel in all weather conditions for provider site visits and monitoring activities.

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.
Ability to carry 10 to 15 pounds.
Ability to travel throughout the community under all weather conditions for provider site visits and monitoring activities.

Nice To Haves

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

Responsibilities

Oversee contracted provider performance, establish expectations, monitor outcomes against contracts, and implement corrective action plans for providers out of compliance.
Measure consumer and ASAP staff satisfaction and service quality for each provider annually and recommend service improvements.
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; monitor compliance and proactively mitigate vendor-operation risks.
Maintain working knowledge of Commonwealth procurement and contracting policies and procedures applicable to BSHC providers.
In collaboration with the CFO and Controller, prepare and execute homemaker and non-homemaker contracts and amendments for client-purchased services, update contracts in SAMS, and maintain accurate records of changes.
Conduct provider procurements with the two Boston ASAPs in accordance with EOEA regulations, including preparing RFPs and legal notices, conducting bidders’ conferences, and reviewing, scoring, 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; troubleshoot issues, manage communications and escalations, and resolve issues professionally and promptly.
Facilitate provider communication through formal methods such as vendor fairs and in-service trainings, and informal meetings between ASAP and vendor staff.
Monitor contractor services and enforce standards in the ASAP Request for Response issued by EOEA; coordinate and participate in joint monitoring for providers shared by the three Boston ASAPs.
Lead provider audits and performance reviews and analyze vendor data to identify trends and improvement opportunities.
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 MassHealth and EOEA EVV requirements; monitor compliance data, identify gaps, and work with providers on corrective measures.
Serve as BSHC’s internal resource on EVV policy updates and communicate changes to relevant stakeholders.
Develop and deliver training on provider management, EVV, and compliance standards; standardize oversight and reporting processes and keep work resources updated.
Coordinate professional development 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 independent day-to-day decisions on matters that do not require team discussion, input, or agreement.
Ensure compliance with applicable occupational safety and health regulations.