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.
- 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.
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What We Do
In our 45+ year history, Help at Home has provided care for individuals, helping them to remain independent and able to live their best lives in their own homes. Our clients have always been like family. As the leading national provider of high-quality, relationship-based home care for seniors and people living with disabilities, we’re uniquely positioned as the home care company of choice.
Our person-centered home care services create Great Days and Meaningful Moments for individuals, while also driving high-quality, low-cost outcomes. We provide in-home, community-based care in 13 states and 169 locations with the help of 30,000 highly trained, compassionate caregivers who have relationships with 67,000 clients.
