Quality Assurance and Compliance Manager

Job Description

Job Description

Benefits:

• 401(k) matching
• Bonus based on performance
• Competitive salary
• Opportunity for advancement
• Paid time off
• Training & development

Company: Helpful Hearts Health Services Inc.
Location: Maryland
Employment Type: Full-Time
Schedule: Monday to Friday, with occasional flexibility based on program and regulatory needs

About Helpful Hearts Health Services Inc.
Helpful Hearts Health Services Inc. provides person-centered supports to individuals with developmental disabilities across Maryland. Our mission is to promote dignity, independence, safety, community inclusion, and meaningful outcomes for the individuals we support.

We are seeking an experienced, detail-oriented, and proactive Quality Assurance and Compliance Manager to help strengthen our internal quality systems, monitor service delivery, support regulatory compliance, and ensure our programs remain audit-ready.

Position Summary
The Quality Assurance and Compliance Manager is responsible for monitoring the quality, safety, documentation, and compliance of services provided by the agency. This role ensures that services are delivered in accordance with DDA requirements, OHCQ expectations, COMAR regulations, HCBS standards, person-centered plans, and agency policies.

The ideal candidate must have strong knowledge of Maryland DDA services, excellent documentation review skills, and the ability to identify risks, hold team members accountable, and drive continuous improvement across programs.

Key Responsibilities

• Conduct routine quality assurance audits of participant records, service documentation, daily notes, nursing documentation, MARs, behavior support documentation, and program files.
• Monitor implementation of Person-Centered Plans, nursing recommendations, behavior plans, goals, outcomes, and service authorization requirements.
• Review incident reports and ensure timely follow-up, documentation, investigation, corrective action, and trend monitoring.
• Properly identify, categorize, and review incident types to ensure accurate internal documentation, timely follow-up, and appropriate reporting through PCIS2 or other applicable reporting systems.
• Complete the final review and submission of reportable incidents in PCIS2, ensuring accuracy, completeness, proper categorization, and timely regulatory reporting.
• Support appropriate incident management practices, including internal review, follow-up tracking, PCIS2-related follow-up, and regulatory reporting expectations.
• Conduct site visits and program reviews to monitor health, safety, cleanliness, documentation, staffing patterns, rights, privacy, dignity, and overall service quality.
• Ensure programs remain prepared for DDA, OHCQ, Medicaid, licensing, HCBS, and other regulatory reviews.
• Track corrective action plans and ensure identified issues are resolved timely and effectively.
• Review staff documentation for accuracy, completeness, timeliness, and alignment with services provided.
• Monitor staff training compliance and identify areas where additional training or coaching is needed.
• Collect, organize, and maintain quality assurance data throughout the year to support the agency’s QA Plan, measurable outcomes, trend analysis, and annual quality improvement review.
• Coordinate and support the agency’s standing committee meetings, including preparing agendas, organizing relevant QA data, documenting meeting minutes, tracking action items, and ensuring follow-up is completed.
• Assist leadership with reviewing the agency’s QA Plan, identifying areas for improvement, and ensuring quality improvement activities are documented and implemented throughout the year.
• Work closely with the Executive Director, Program Director, Program Coordinator, House Managers, nurses, and direct support staff to address compliance concerns and improve service quality.
• Identify trends related to incidents, medication errors, documentation issues, staffing concerns, health and safety risks, and service delivery gaps.
• Prepare clear QA reports for leadership, including audit findings, compliance risks, trends, recommendations, and follow-up status.
• Assist with policy review, QA Plan monitoring, internal quality improvement systems, standing committee documentation, and agency-wide compliance initiatives.
• Promote a culture of accountability, person-centered support, dignity, safety, and continuous improvement.

Required Qualifications

• Experience in quality assurance, compliance, auditing, program oversight, case management, residential services, or human services management.
• Experience working with individuals with intellectual and developmental disabilities.
• Knowledge of Maryland DDA services and provider expectations strongly preferred.
• Familiarity with OHCQ, COMAR, HCBS, person-centered planning, incident management, and documentation standards preferred.
• Strong ability to review records, identify compliance gaps, and follow through on corrective actions.
• Excellent written and verbal communication skills.
• Strong organizational, analytical, and problem-solving skills.
• Ability to work independently, manage multiple priorities, and meet deadlines.
• Ability to hold staff and managers accountable in a professional, respectful, and solution-focused manner.
• Proficiency with electronic documentation systems such as iCareManager, Microsoft Office, Google Workspace, and compliance tracking tools.
• Valid driver’s license, reliable transportation, and willingness to travel to program sites throughout Maryland as needed.

Preferred Qualifications

• Prior experience with a Maryland DDA provider.
• Experience with residential services, supported living, personal supports, community development services, employment services, nursing support services, respite services, and other IDD-related services.
• Experience preparing for DDA, OHCQ, licensing, HCBS, Medicaid, or quality assurance reviews.
• Experience with incident reporting, corrective action plans, internal investigations, and audit preparation.
• Experience completing, reviewing, or submitting incident reports through PCIS2 or similar incident reporting systems.
• Experience collecting QA data, preparing quality improvement reports, supporting standing committee meetings, and documenting meeting minutes.
• Experience using electronic health record systems or electronic documentation platforms such as iCareManager.

Education

Bachelor’s degree in Human Services, Healthcare Administration, Social Work, Psychology, Nursing, Business Administration, or a related field preferred. A combination of relevant education and strong professional experience may be considered.

Compensation

Competitive salary based on experience, with compensation aligned to DDA quality assurance and compliance experience.

What We Are Looking For

We are looking for someone who understands that quality assurance is more than paperwork. This role is about protecting the individuals we support, strengthening service delivery, reducing risk, improving documentation, and helping the agency grow the right way.

The right candidate will be firm, fair, organized, dependable, detail-oriented, and confident enough to address issues before they become bigger problems.

How to Apply

Interested candidates should submit a resume and a brief statement describing their experience with quality assurance, compliance, DDA services, residential services, incident management, PCIS2 reporting, QA Plan monitoring, standing committee support, or human services program oversight.