Regional Liaison for Worcester

About the role

This in-person, full-time position (35 hours per week) serves as the primary liaison in the Worcester, MA office, assisting Consumers and Personal Care Attendants (PCAs) with inquiries and problem resolution. The role provides general in-person support to visitors for questions and documentation related to the Fiscal Intermediary (FI) program, offers training and support for the Tempus EVV solution, and coordinates with the Consumer Advisory Board coordinator to address regional concerns. The position ensures ongoing compliance with Tempus quality and FI contract requirements.

Schedule: Monday–Friday, 8:30 AM to 4:30 PM. A 2-day required orientation is held in the Stoughton, MA office.

Responsibilities

• Act as a liaison between Consumers/Participants and/or PCAs/DCWs and Tempus.
• Respond to Consumer/Participant and/or PCA/DCW inquiries and complaints.
• Provide in-person assistance, either scheduled or ad-hoc, related to FI documentation or program-related questions.
• Help resolve inaccuracies or discrepancies related to reporting of activity time.
• Work with applicable parties to determine PA/WA status and request new PA/WA if needed.
• Address and resolve PCA/DCW payment issues.
• Respond to escalated issues from Consumers/Surrogates/Administrative Proxies/Waiver Participants and/or PCAs/DCWs.
• Receive visitors, determine their needs, and direct them to the appropriate person.
• Maintain visitor and ID badge register; issue ID badges where appropriate.
• Deal with inquiries and provide accurate information.
• Perform administrative work, including supporting other departments as needed.
• Report all suspected incidents of consumer sexual/physical abuse and neglect to the Disabled Person Protection Commission (DPPC).

Requirements

• High School Diploma (required).
• Proficiency in Microsoft Office software (preferred).
• Fluency in Spanish or other languages (a plus).
• Experience with Excel and spreadsheets.
• Professional, friendly, and understanding personality.
• Punctuality and dependability.
• Ability to work efficiently as a team player and individually with minimal direction.
• Self-motivation and strong organizational skills.
• Ability to multi-task and meet deadlines.
• Familiarity with office machines, equipment, and software.
• Ability to respect and maintain confidentiality.
• Attention to accuracy and detail.
• Strong interpersonal and analytical skills.

Work Environment

This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The employee is regularly required to talk and/or hear. The role frequently involves sitting, standing, walking, using hands to finger, handle, or feel, and reaching with hands and arms.

Travel

Some travel may be required for this position to ensure regional coverage.