Quality Assurance Auditor

Remote

Full Time

Field Administration

Mid Level

Help at Home, LLC is the nation’s leading provider of high-quality care and support solutions. Our goal is to enable the highest level of personal independence and meaningful lives for our clients. Help at Home is committed to delivering a gold standard in care through our attentive and well-trained staff who support our clients comfortably and safely within their homes and communities.

Job Summary:

The Quality Assurance (QA) Auditor, Caregiver Time & Attendance is responsible for reviewing and verifying the accuracy and compliance of Caregiver Time & Attendance Coordinators’ work. This position ensures proper documentation, adherence to standard operating procedures, and compliance with Electronic Visit Verification (EVV) regulations. The Auditor also monitors customer service interactions to ensure professionalism and effective issue resolution.

Essential Duties and 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.

This description reflects assignment of essential functions, management may assign or reassign duties and responsibilities to this job at any time that are not listed above.

Required Skills/Abilities:

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.

Education and Experience:

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. Compensation, benefits, time off, and bonuses vary by state and location, so please ask for complete details at your interview. Employees will be eligible for hiring bonuses after 90 days.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

Data Security and Privacy Statement

At Help at Home, we prioritize protecting your personal information during the hiring process. We comply with all relevant data privacy regulations, including HIPAA and SOX where applicable. Your data will only be used to assess your employment suitability and won't be shared with unauthorized parties.

We use strong security measures to protect your information from unauthorized access or disclosure. By submitting your application, you consent to this process. You can access, modify, or request deletion of your data by contacting us.

Employees must adhere to our data protection policies and legal requirements to safeguard sensitive information.

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Quality Assurance Auditor

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