Liaison, Provider Relations and Vendor Oversight

The Liaison, Provider Relations & Vendor Oversight is responsible for the strategic and operational management of all contracted providers across Boston Senior Home Care's (BSHC) service programs. This role serves as the primary organizational point of accountability for vendor performance, compliance, and quality assurance, ensuring that all contracted services meet state, regulatory, and organizational standards.

The Liaison is required to follow the standards and practices outlined in EOEA's Provider Network Quality Assurance Manual and maintains a working knowledge of the Commonwealth's procurement and contracting policies as they apply to BSHC's contracted providers. The Liaison exercises independent judgment and decision-making authority in managing vendor relationships, resolving issues, and ensuring adherence to regulatory and contractual requirements. This role directly impacts organizational compliance, service quality, and external partner performance.

Duties 1–28 are designated as ADA essential functions and must be performed in this job. All other job duties are secondary functions.

1. Oversee and manage the performance of all contracted providers, establishing clear performance expectations and monitoring outcomes against contractual obligations.
2. Identify performance issues and implement corrective action plans for providers whose performance is out of compliance.
3. Measure consumer and ASAP staff satisfaction and service quality for each provider on an annual basis and recommend improvement in service delivery as needed.
4. Log, track, and respond to provider complaints and compliments from consumers, families, caregivers, ASAP staff, and community organizations.

1. Ensure adherence to EOEA's Provider Network Quality Assurance Manual standards and all applicable state contracting requirements.
2. Maintain working knowledge of the Commonwealth's procurement and contracting policies and procedures as they apply to BSHC's contracted providers.
3. Monitor compliance and proactively mitigate risk related to vendor operations.
4. In collaboration with the CFO and Controller, ensure that homemaker and non-homemaker contracts and contract amendments are prepared and executed for client purchased services, including:

• Preparing contract documents for provider and CEO signature
• Updating provider contracts in SAMS
• Maintaining accurate records of all contract changes

1. In conjunction with the two Boston ASAPs, conduct provider procurements in conformance with EOEA regulations, including:

• Crafting Requests for Proposals (RFPs)
• Preparing and posting legal notices announcing solicitations
• Conducting Bidders' Conferences
• Reviewing and scoring proposals and selecting vendors

1. Coordinate assessment of provider proposals and provider selection in collaboration with Boston ASAP consortium partners.

1. Serve as BSHC's primary liaison to the contracted provider community, troubleshooting provider-related issues in a methodical, balanced, and diplomatic manner to effectively resolve problems.
2. Manage vendor communications, escalations, and issue resolution in a timely and professional manner.
3. Facilitate communication with providers through both formal methods (e.g., vendor fairs, in-service trainings) and informal methods (e.g., one-on-one meetings between ASAP staff and vendor staff).
4. Foster strong, accountable partnerships with external providers.

1. Monitor the services provided by contractors and enforce all contracting and performance standards as outlined in the ASAP Request for Response (RFR) issued by EOEA.
2. For providers shared by the three Boston ASAPs, coordinate and participate in the joint provider monitoring process.
3. Lead provider audits and performance reviews; track and analyze vendor performance data to identify trends and improvement opportunities.
4. In collaboration with the Fiscal Department, work with providers to ensure that services are delivered as authorized and conduct follow-up when ongoing discrepancies or patterns of irregularity are identified.

1. Ensure contracted providers adhere to EVV requirements in accordance with MassHealth and EOEA standards.
2. Monitor EVV compliance data, identify gaps, and work collaboratively with providers to implement corrective measures.
3. Serve as BSHC's internal resource on EVV policy updates and communicate changes to relevant stakeholders.

1. Develop and deliver training related to provider management, EVV, and compliance standards.
2. Standardize processes for vendor oversight and reporting; ensure work resources are reviewed and updated as needed.
3. Coordinate professional development opportunities related to quality, compliance, and provider management.
4. Develop written documentation of competencies, required courses, and completed training for provider-facing functions.

1. Assist in developing practices, procedures, and processes necessary for the efficient operation of assigned programs.
2. Make effective independent decisions representing day-to-day issues that do not require team discussion, input, or agreement.
3. Ensure compliance with applicable occupational safety and health regulations.

• SIMS/SAMS Knowledge
• Business Acumen
• State Procurement & Contracting Knowledge
• Independent Judgment & Decision-Making
• Vendor & Contract Management
• Problem Solving & Analysis
• Regulatory Compliance (EOEA/MassHealth/EVV)
• Process Management & Improvement
• Excellent Organizational & Analytical Skills
• Customer/Client Focus
• Strong Verbal & Written Communication
• Teamwork & Collaboration

This position does not have direct supervisory responsibility over BSHC staff. The Liaison exercises oversight and accountability authority over contracted external providers.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, copiers, filing cabinets.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The employee must be able to carry 10 to 15 lbs.
• The employee is regularly required to talk and hear
• The employee is frequently is required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms

This is a full-time position, Monday-Friday, 9 a.m. - 5 p.m.

This position requires up to 50% travel. Must be able to travel throughout the community under all weather conditions to conduct provider site visits and monitoring activities.

• Bachelor's degree required in business administration, public administration, social work, human services, gerontology, or a related field; Master's degree preferred.
• Minimum three (3) 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.
• Experience with SIMS/SAMS and Electronic Visit Verification (EVV) systems preferred.
• Proven ability to manage external relationships, resolve complex issues, and enforce contractual obligations in a professional manner.

• 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

Equal Employment Opportunity/Affirmative Action/Male/Female/Veteran/Disabled – Boston Senior Home Care affirms and supports diversity and inclusion in our workforce and recognizes all EEOC Factors.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.