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 Norton, VA (798 Park Ave, Norton, VA 24273) 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

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