Program Quality Agent – Job Opening

Position Title: Program Quality Agent

Department: Brokerage, Program Management

Reports to: Assistant Supervisor

Employment Status: Full-time 37.5 hours per week, at minimum

Work Hours: TBD between the hours of 8AM – 5PM

FLSA: Non- Exempt

Supervisory Responsibilities: N/A

Position Summary: The Program Quality Agent plays a critical role in supporting the operations of the Montachusett Regional Transit Authority. This position is responsible for processing, updating, and maintaining all Program-Based Transportation Incidents/Complaints and will conduct review of program-based site inspections. The role emphasizes the precise upkeep of documentation, follow-up inspections, and the management of incidents and complaints for all brokerage program transportation providers.

Essential Functions/Position Responsibilities:

• Maintain direct written and verbal communication with transportation providers, HST staff, programs, and residences/families regarding incidents, complaints, and site inspections for all brokerage program-based transportation services.
• Resolve program-based vendor escalated complaints and respond to vendors, programs, and HST through phone, email, and VMS.
• Support the development, implementation, and maintenance of an internal Vendor Management System (VMS) to optimize quality and compliance processes.

When duties and responsibilities change, the employee may be asked to perform other duties as required as business needs dictate. Employees are required to identify any changes in their job duties since the descriptions were last reviewed.   Additionally, MART may ask that employees conduct a review of their position as part of the performance-evaluation process.

Qualifications:

• High School Diploma or equivalent
• Must maintain confidentiality of PHI and comply with HIPAA regulations
• Reliable means of transportation

Skills:

• Excellent organizational and time management abilities
• Effective oral, written, and listening communication skills
• Proficiency in Microsoft Office programs
• Strong attention to detail
• Ability to multi-task effectively in a fast-paced environment
• Capability to work both independently and as part of a team

Working Environment and Physical Demands

Works primarily in a typical, climate-controlled office environment.