Quality Assurance and Reporting Specialist

Monday - Friday, 8-5.  Hybrid. 

General Summary

Under the direction of the 2-1-1 Program Supervisor, the position of Quality Assurance and Reporting Specialist monitors 2-1-1 Program adherence to identified client and resource database quality standards; prepares internal and external reports, tracks gaps in services, and works collaboratively with staff to deliver exceptional service.  

Essential Functions

• Compiles information related to needs and resources within the community and reports that information in an easily accessible format to interested parties at the local and state level.
• Monitors and analyzes key performance indicators (KPIs) related to call monitoring, call handling, and resource database maintenance, makes recommendations in collaboration with 2-1-1 Program Supervisor
• Assists the 2-1-1 Program in meeting regulatory and accreditation standards and coordinates related external audits: makes recommendations to achieve compliance with standards.
• Completes call monitoring and database audits in accordance with procedure and provides data to support supervision.
• Completes program reports weekly, monthly, quarterly, and annually, and community requested reports.
• Compiles data needed for invoicing/billing practices.
• Uploads material and edits the 2-1-1 program website.
• Monitors compliance with contract and reporting deliverable requirements stipulated by funding partners.
• Performs research and surveys on customer satisfaction, special subjects, or projects as assigned.
• Works closely with staff in other 2-1-1 call centers, LifeWays, and crisis programs to ensure strong coordination and effective service.
• Represents 2-1-1 and LifeWays effectively to agencies and groups in person and on the telephone.
• Participates in, facilitates and/or supports cross-functional committees and workgroups to provide for network-wide continuous quality improvement through data-driven decisions. Responsible for adherence to all Commission on Accreditation of Rehabilitation Facilities (CARF) and Michigan Department of Health and Human Services (MDHHS) standards.
• All other duties as assigned.
• Maintains regular and predictable attendance.

*NOTE:  The lists of essential and additional functions are not exhaustive.  They may be supplemented as necessary from time to time.

Job Specifications (Knowledge, Skills, and Abilities)

• One to three years’ experience in an Information & Referral setting, preferred.
• Knowledge in social services system, governmental bodies and Mid-Michigan geographical area.
• Demonstrates critical thinking and analysis skills.
• Familiarity with data warehousing and data manipulation.
• Proficiency in Microsoft Excel and capable of using and building formulas, graphs/charts and pivot tables.
• Knowledge of principles, practices, and procedures of telephone Information & Referral.
• Ability to communicate clearly and concisely, verbally and in written format.
• Able to interact effectively with persons experiencing a problem situation or crisis to assess and help problem-solve the situation.
• Possesses capability to network in social events to promote program, gain community awareness and support
• Demonstrates excellent customer service skills to all stakeholders.
• Works effectively with people of diverse ethnic and socio/economic backgrounds and mentally ill individuals in a respectful and positive manner.
• Able to research information as needed utilizing resources including, but not limited to industry-related software, AIRS Standards for Professional Information and Referral and Quality Indicators.
• Proficiency/Intermediate-to-advanced knowledge of Microsoft Office Suite (Outlook, Word, Access, Excel), Adobe Writer, and internet applications, including Electronic Medical Record. Ability to navigate LifeWays Intranet and Internet applications. Ability to learn new software applications easily.
• Experience using office equipment, including but not limited to cellular telephones, desktop VoIP telephone/voicemail, copier, fax program, scanner, printer, computer, and calculator.
• Ability to work as a member of a team and ability to work independently, as needed.
• Knowledge of HIPAA (Health Insurance Portability Accountability Act) Compliance, preferred.

Required Education/Certification/Licensure

• Associate’s degree in related field.
• CRS (Certified Community Resource Specialist) upon hire.
• Mental Health First Aid Training, upon hire.

Preferred Education / Certification/Licensure

• Bachelor’s degree with an emphasis in human or social services, business, information technology or related field.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  The job description will be reviewed periodically as duties and responsibilities change with business necessity.

Salary : $17 - $19