Quality Assurance Auditor

Summary

Join Help at Home, LLC, the nation's leading provider of high-quality care and support solutions, as a Quality Assurance (QA) Auditor, Caregiver Time & Attendance. This role involves reviewing and verifying the accuracy and compliance of Caregiver Time & Attendance Coordinators' work, ensuring proper documentation and adherence to standard operating procedures and EVV regulations. You will monitor customer service interactions, identify and report errors or compliance risks, and track audit results. The position also includes evaluating coordinator communications, conducting quality checks of interactions, identifying service issue trends, and ensuring HIPAA compliance. You will provide feedback, assist in developing job aids, and foster a collaborative work environment. Compensation, benefits, time off, and bonuses vary by state and location.

Requirements

• Strong attention to detail for reviewing documentation and identifying discrepancies
• Good communication and problem-solving skills
• Ability to assess and provide feedback on customer service interactions
• Basic proficiency with Microsoft Office Suite and ability to learn new systems as needed
• Strong organizational and time management skills
• High School Diploma or GED required; associates degree preferred
• One (1) year of previous experience; prior leadership experience preferred
• Proven experience in time and attendance management, preferably in the home care or healthcare industry
• Familiarity with regulatory compliance, including HIPAA
• Candidates must comply with state background screening requirements

Responsibilities

• Conduct routine audits of Field Time & Attendance Coordinators’ work, including: Investigating missing clock-ins/outs, no clock-ins, manual edits, and missed visits
• Reviewing and resolving Electronic Visit Verification (EVV) discrepancies across approved methods (Mobile App, IVR, FOB)
• Documenting and addressing timekeeping and payroll-related discrepancies
• Identify and report recurring errors or compliance risks to supervisors
• Review the timeliness and effectiveness of Coordinator outreach to Caregivers, Clients, and Market Operations personnel
• Evaluate Coordinators' phone and written communications for clarity, professionalism, and problem-solving ability
• Conduct quality checks of recorded calls, emails, and chat interactions based on customer service standards
• Identify trends in service issues and report findings for process improvement
• Ensure proper handling of Caregiver and Client data in compliance with HIPAA and privacy regulations
• Track audit results and compile reports on error rates and common discrepancies
• Maintain QA scorecards to assess Coordinator performance based on accuracy and efficiency
• Provide feedback and escalate recurring issues to management for further training
• Assist in developing job aids and documentation to support consistency in exception resolution
• Foster a collaborative work environment that promotes teamwork and continuous improvement

Benefits

Employees will be eligible for hiring bonuses after 90 days