Quality Assurance Auditor

• 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.

• 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. 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.