Liaison, Provider Relations and Vendor Oversight

Job Title: Liaison, Provider Relations & Vendor Oversight Business Unit: Administration Department: Program Management Reports to: Senior Director, Operations & Integrated FLSA: Exempt Classification: Regular Full-Time (35 Hours) Grade: 11 Salary Range : $60,000 to $75,000 (commensurate with experience) SUMMARY OVERVIEW 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. ESSENTIAL FUNCTIONS Duties 1–28 are designated as ADA essential functions and must be performed in this job. All other job duties are secondary functions. Vendor Performance Management Oversee and manage the performance of all contracted providers, establishing clear performance expectations and monitoring outcomes against contractual obligations. Identify performance issues and implement corrective action plans for providers whose performance is out of compliance. Measure consumer and ASAP staff satisfaction and service quality for each provider on an annual basis and recommend improvement in service delivery as needed. Log, track, and respond to provider complaints and compliments from consumers, families, caregivers, ASAP staff, and community organizations. Contract & Compliance Oversight Ensure adherence to EOEA's Provider Network Quality Assurance Manual standards and all applicable state contracting requirements. Maintain working knowledge of the Commonwealth's procurement and contracting policies and procedures as they apply to BSHC's contracted providers. Monitor compliance and proactively mitigate risk related to vendor operations. 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 Provider Procurement 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 Coordinate assessment of provider proposals and provider selection in collaboration with Boston ASAP consortium partners. Provider Relations & Communication 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. Manage vendor communications, escalations, and issue resolution in a timely and professional manner. 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). Foster strong, accountable partnerships with external providers. Provider Monitoring & Audit Monitor the services provided by contractors and enforce all contracting and performance standards as outlined in the ASAP Request…

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