Third Party Review Analyst – Quality Assurance

📋 Description

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

• Execute daily assessments and documentation for all administered programs.

• Ensure precision, uniformity, and adherence to both State and Federal eligibility regulations.

• Offer tailored coaching to eligibility personnel based on findings from case reviews.

• Facilitate scheduled coaching calls to reinforce adherence to policies and rectify errors.

• Conduct live training sessions and presentations illustrating proper case processing and task execution.

• Act as a resource for eligibility staff, promoting ongoing skill enhancement and performance development.

• Clarify and explain policy requirements in a clear, actionable way during coaching sessions.

• Collaborate with the Program Management Team to tackle quality issues and suggest corrective measures.

• Work alongside the TPR Team Lead to manage daily operations, priorities, and workflow coordination.

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

• Observe interviews as a silent participant to evaluate adherence to procedures and standards of customer interaction.

• Provide structured feedback post-observation to assist in performance enhancement.

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

• Interpret and implement complex State and Federal policies during case reviews and staff coaching.

• Keep abreast of policy changes to ensure alignment in review practices.

• Complete eligibility processing tasks as required based on operational needs.

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

• Perform additional duties as assigned.

⛳️ Requirements

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

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

• High attention to detail and dedication to accuracy.

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

• Proficient in Microsoft Word, Excel, and PowerPoint.

• Strong written and verbal communication skills are essential.

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

• Capable of researching State and Federal policies.

• Excellent time management abilities.

• Ability to maintain a high level of confidentiality.

• Customer service-oriented mindset.

• Capability to work remotely and independently.

• Ability to juggle multiple tasks simultaneously.

• Strong personal organization skills.

🏝️ Benefits

• Knowledge Services aims to create an environment that offers employees a suitable balance between work and family life.

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

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