Quality Assurance Specialist

About the role

The Quality Assurance Specialist ensures quality, compliance, workflow accuracy, and performance excellence across Enhanced Care Management (ECM), Community Supports (CS), Behavioral Health (BH), and Community Health Worker (CHW) operations. This role directly impacts documentation accuracy, regulatory compliance, workflow efficiency, and member experience quality across the organization.

Outreach (Minimum 40%)

• Conduct community-based outreach across multiple counties through in-person engagement and digital channels (phone, SMS, email, social media)
• To identify, engage, and enroll eligible members into ECM, CS, BH, and CHW programs
• To build and maintain partnerships to expand access to services in high-need communities

Key Responsibilities

Quality Assurance & Compliance Oversight

• Audit member records, assessments, and documentation to ensure compliance with ECM, CS, BH, CHW, CalAIM, and Medi-Cal standards
• Maintain oversight of outreach, referral, and disenrollment workflows to ensure adherence to required timelines and regulatory guidelines
• Ensure HIPAA compliance and data integrity across all member-facing processes

Workflow Analysis & Process Improvement

• Evaluate ECM, CS, BH, and CHW workflows for accuracy, efficiency, and risk exposure
• Identify trends, documentation gaps, and systemic errors
• Develop corrective action plans and process improvements to enhance operational performance

Performance Monitoring & Reporting

• Track QA metrics across documentation accuracy, outreach compliance, and verification standards
• Generate reports outlining findings, trends, risk areas, and performance improvements
• Collaborate with leadership to ensure ECM, CS, BH, and CHW QA metric thresholds are consistently achieved

Cross-Functional Collaboration

• Partner with BH, CHW, CS, and ECM teams, Outreach, and leadership to reinforce quality standards
• Provide feedback, coaching, and training based on audit findings
• Support implementation of new workflows and regulatory updates

Success Measures

• 95%+ documentation accuracy across all workflows
• 100% compliance with required outreach standards (minimum 40% field-based)
• Accurate verification across all member profiles
• Complete and timely disenrollment cycle documentation
• Consistent achievement of ECM, CS, BH, and CHW QA metric thresholds

Skills That Set You Apart

• Required Qualifications: Bachelor's degree in Healthcare Administration, Public Health, Social Work, or related field; 2+ years of experience in quality assurance, care coordination, compliance, or healthcare program auditing; Familiarity with ECM, CS, BH, CHW, CalAIM, Medi-Cal, HIPAA, and care coordination workflows; Strong analytical and problem-solving skills; Excellent documentation, communication, and interpersonal skills; Proficiency in CRM/EMR systems and Excel; Driver's License and Reliable transportation required for 40% outreach

Benefits

• Time Off & Leave: 160 hours of Paid Time Off (PTO) and Paid Sick Time; 11 paid holidays per year (including birthday); 4 paid volunteer hours per month; Bereavement leave (including fur babies)
• Health & Wellness: 90% employer-paid employee-only medical benefits; Flexible Spending Account (FSA); Short-term & long-term disability, AD&D, and Employee Assistance Program (EAP)
• Financial & Professional: 401(k) with company match; Professional development and growth opportunities
• Culture & Perks: Employee discount programs and quarterly in-person events