Third Party Review Analyst – Quality Assurance

This is a fully remote position, open to applicants in United States.

📋 Description

• Perform thorough evaluations of eligibility case processing utilizing State-approved methodologies, tools, and scorecards.

• Execute daily scoring and documentation across various administered programs.

• Ensure precision, consistency, and adherence to State and Federal eligibility policies.

• Offer personalized coaching to eligibility staff based on findings from case reviews.

• Conduct scheduled phone coaching sessions to reinforce compliance with policies and rectify errors.

• Facilitate live training sessions and presentations that illustrate proper case processing and task execution.

• Act as a resource for eligibility staff, promoting continuous skill enhancement and performance advancement.

• Clarify and explain policy requirements in a straightforward and actionable way during coaching interactions.

• Collaborate with the Program Management Team to tackle quality concerns and propose corrective measures.

• Partner with the TPR Team Lead on daily operations, priorities, and workflow management.

• Engage in cross-functional initiatives to improve operational efficiency and consistency.

• Conduct silent observations during interviews to evaluate adherence to procedures and standards of customer interaction.

• Provide structured feedback post-observations to aid in performance enhancement.

• Complete necessary reporting on review outcomes, trends, and performance metrics.

• Interpret and apply intricate State and Federal policies when reviewing cases and coaching personnel.

• Keep current knowledge of policy changes and ensure alignment in review practices.

• Fulfill eligibility processing assignments as needed based on operational demands.

• Assist with special projects and initiatives that align with program objectives.

• Carry out additional duties as assigned.

⛳️ Requirements

• A minimum of 3 years of experience in Public Assistance (SNAP, TANF & Medicaid).

• Strong analytical, problem-solving, and critical thinking skills.

• High attention to detail and a strong commitment to accuracy.

• Required knowledge of Federal and State of Indiana Social Services programs and systems (SNAP, TANF, Medicaid, and IEDSS).

• Proficient in Word, Excel, and PowerPoint.

• Excellent written and verbal communication skills are essential.

• Previous experience in coaching, training, or mentoring is preferred.

• Capability to research State and Federal Policy.

• Excellent time management abilities.

• Must maintain a high level of confidentiality.

• Strong customer service orientation.

• Ability to work independently and remotely.

• Capability to manage multiple tasks simultaneously.

• Strong personal organization skills.

🏝️ Benefits

• Knowledge Services is dedicated to creating an environment that helps our employees achieve the ideal balance between work and family.

• Knowledge Services is an equal opportunity employer, committed to building a diverse workforce and fostering an inclusive culture.

• Knowledge Services does not discriminate based on disability, veteran status, or any other characteristics protected by federal, state, or local laws.