Field Support Liaison

What will your job look like?

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.

What you’ll do:

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

What you’ll need:

Experience, Education & Certifications:

• 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

Skills:

• 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

Even better if you have...