Quality Assurance Manager

The Community Service Society of New York (CSS) has worked with and for New Yorkers since 1843 to promote economic opportunity and champion an equitable city and state. We power change through a strategic combination of research, services, and advocacy to make New York more livable for people facing economic insecurity. By expanding access to health care, affordable housing, employment, opportunities for individuals with conviction histories, debt assistance, and more, we make a tangible difference in the lives of millions. The New York State Department of Health awarded CSS a five-year contract to run the Independent Consumer Advocacy Network (ICAN), the statewide Ombudsprogram for Managed Long Term Care (MLTC). For more information, see http://icannys.org.

ICAN is hiring a Quality Assurance Manager who will have primary responsibility for monitoring, providing feedback, and reporting on the quality of consumer assistance services provided through the ICAN program.

Job Responsibilities:

• Conduct quality assurance reviews of cases entered by ICAN subcontractors in the case management database
• Provide specific, constructive feedback to ICAN personnel at community-based organizations and at CSS on issues identified through QA reviews, including data entry errors, incomplete entries, incorrect or incomplete advice, recordkeeping, confidentiality, and customer service.
• Conduct site visits to community-based organizations throughout New York State to monitor compliance with ICAN Policies & Procedures and contract terms.
• Assist in organizing and running monthly case review calls for entire network.
• Assist in implementing internal program evaluation plan.
• Prepare and analyze data from ICAN call center software and case management database in Microsoft Excel.
• Assist in the preparation of statistical reports and presentations.
• Assist in the supervision of Health Counselors and ICAN Helpline staff.
• Assist in the management of the ICAN Helpline and Network, when necessary.
• Other duties as may be specified by their supervisor.

Job Qualifications:

• Graduate degree in law, nursing, public health, or social work preferred.
• A minimum of one year’s experience providing assistance to consumers and/or advocates on health insurance and health care access issues
• Prior experience working with consumers on health insurance issues
• Strong customer service, counseling, and supervision skills preferred.
• Advanced proficiency in Microsoft Excel is required.
• Experience working with databases
• Ability to type and write clearly, concisely, and professionally, and to keep detailed notes of all communications.
• Strong diplomacy skills and patience are required.
• Very organized and independent.

Salary and Benefits: The annual salary range for this position is $84,710.00. Community Service Society provides a comprehensive employee benefits package including health, dental, and vision coverage, life, AD&D, and long-term disability insurance, annual performance-based bonus, 403b retirement savings plan, defined benefit retirement plan, flexible spending accounts, commuter benefits plan, EAP, and more in addition to paid holidays, vacation, sick, and personal days.

CSS currently offers a hybrid work environment requiring onsite work at CSS’ office at least two days per week and three days per week remote work.

***Interested applicants should provide a cover letter and resume at the time of application submission***