• Quality Assurance Auditor

    Help at Home (Chicago, IL)


    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._