Quality Assurance Specialist

Complaints and Grievances Manager

This position is responsible for receiving, investigating, compiling, and reporting service complaints and in assisting the Manager of Complaints and Grievances in all aspects of internal quality control, provider quality assessment and improvement, and complaint/grievance management and resolution.

Essential Functions

• Assure enforcement of quality improvement policies and procedures.
• Maintain a positive working relationship with providers.
• Investigate and resolve all complaints and/or grievances.
• Assure appropriate and timely follow up and reporting for all complaints or grievances.
• Ensure all providers are performing according to SETI's standards.
• Conduct periodic surveys to access consumer satisfaction and service quality.
• Prepare monthly and/or quarterly quality assessment reports for state agency.
• Recommend policies and procedures as required to improve service quality.
• Participate in provider orientations.
• Assist new providers in meeting contractual quality assurance standards.
• First point of contact when QA Manager is unavailable.
• Active participant on Quality Management Committee, as required.
• Other duties as assigned.

Qualifications Required

• Excellent communication skills.
• Problem solving skills, excellent time management skills.
• 2-years' customer service experience.
• Ability to work independently or with a team.
• Positive attitude.

Minimum Required Education/Training

• High School graduate or equivalent.