Coordinator, Quality Assurance

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Job Type

Full-time

Description

Under the direct supervision of the Supervisor, Family Support Services (FSS) Program, the Coordinator, Quality Assurance provides programmatic, operational, and quality support to the FSS team to ensure compliance with program standards, quality assurance practices, and effective service delivery. This position serves as a key support resource to Case Managers by assisting with workflow coordination, chart oversight, data quality monitoring, compliance activities, and administrative functions that strengthen program operations and client services.

The Quality Assurance Coordinator plays an essential role in maintaining documentation accuracy, supporting staff onboarding and training, promoting best practices in case management and early childhood services, and assisting leadership with daily program operations, reporting, and quality improvement initiatives. This position maintains a reduced caseload of approximately five (5) families while balancing operational and quality assurance responsibilities. Direct service responsibilities are secondary to operational and quality assurance functions and may be adjusted based on program needs.

This position does not provide direct supervision of staff but serves as a functional lead and quality support resource for the Family Support Services team. This position is ideal for a detail-oriented and collaborative professional who is passionate about improving service quality, supporting staff success, and strengthening outcomes for children and families.

Schedule: This is a full-time position, working 40 hours per week, typically Monday through Friday, with occasional Saturday hours.

About TVHC: Tiburcio Vasquez Health Center is a nonprofit community health center dedicated to promoting the health and well-being of our community by providing accessible, high-quality care through the integration of primary care, dental care, WIC support, mental health counseling, community health education, and more.

Benefits: We offer excellent benefits, including: medical (100% paid co-payments, premiums, etc.), dental, vision (including dependent and domestic partner coverage), generous paid leave benefits including holidays, Flexible Spending Accounts, retirement plans with an Employer match, tuition reimbursement, monthly treats, pet insurance, and more.

Compensation: $27.35 - $35.56 per hour, depending on experience.

TVHC offers compensation ranges that are determined by a thorough market-based analysis and are fully disclosed in accordance with California law. The pay for a selected candidate is determined by a variety of factors to ensure fair and equitable compensation. We are committed to providing a competitive compensation package that extends beyond base salary, designed to support the health, wealth, and career development of our employees.

Responsibilities:

Quality Assurance & Compliance

• Conduct quality assurance and compliance activities in accordance with agency policies, program standards, grant requirements, regulatory expectations, and accreditation requirements.
• Perform routine audits and reviews of client records, electronic health records (EHRs), billing documentation, assessments, screenings, referrals, and other program records to ensure accuracy, completeness, timeliness, and compliance with organizational and funding requirements.
• Monitor staff documentation practices, data collection processes, billing activities, and case management workflows to ensure adherence to program standards, best practices, and quality expectations.
• Track, communicate, and follow up on documentation deficiencies, corrective actions, and compliance concerns to support timely resolution and continuous improvement.
• Analyze audit findings, documentation trends, workflow challenges, and performance data; identify opportunities for improvement and provide recommendations to the Program Supervisor.
• Assist in maintaining program performance measures, quality benchmarks, data integrity, and continuous quality improvement (CQI) initiatives.
• Support accurate data entry, reporting, outcome monitoring, grant reporting, invoicing, and preparation for internal and external audits, compliance reviews, and site visits.
• Maintain organized audit records, transferred charts, and closed client files in accordance with agency policies, HIPAA regulations, and record retention requirements.
• Collaborate with internal departments and community partners to support coordinated service delivery, operational effectiveness, and compliance efforts.
• Monitor and report office safety concerns, compliance issues, and adherence to TVHC safety guidelines to the Program Manager.
• Consistently meet or exceed TVHC Service Excellence Standards.

Program Operations & Administrative Support

• Maintain program policies, procedures, workflows, manuals, forms, and staff resource materials to support consistent and efficient program operations.
• Assist with onboarding, training, and ongoing staff development related to documentation standards, program procedures, administrative processes, EHR utilization, and quality expectations.
• Provide operational guidance and administrative support to Case Managers in coordination with the Program Supervisor, including assistance with case coverage and workload continuity during staff absences.
• Manage the Family Support Services (FSS) program waitlist and coordinate internal and external referrals to ensure timely follow-up, appropriate case assignment, and continuity of services.
• Maintain the organization, storage, transfer, and retention of client records in accordance with agency policies and regulatory requirements.
• Perform administrative support functions including data entry, filing, scanning, document preparation, record management, and coordination of program-related materials.
• Assist with the preparation of meeting agendas, reports, correspondence, presentations, and follow-up action items.
• Monitor and coordinate the ordering and inventory of office supplies, program materials, and equipment in accordance with agency procedures.
• Support emergency preparedness activities, quality improvement initiatives, and other program operations by communicating operational concerns and assisting with implementation efforts.
• Collaborate with leadership to identify operational efficiencies, process improvements, and strategies that enhance program effectiveness and service delivery.

Direct Service Responsibilities

• Maintain a reduced caseload of approximately five (5) families and provide case management services in accordance with FSS program standards, agency policies, and applicable regulations.
• Conduct client assessments and provide care coordination, referrals, advocacy, follow-up services, and linkage to community resources to support family goals and service needs.
• Maintain timely, accurate, and compliant documentation of client interactions, service activities, and case progress within the electronic health record and other required systems.
• Deliver services using trauma-informed, family-centered, culturally responsive, and strengths-based approaches that promote client engagement and positive outcomes.
• Model professionalism, ethical conduct, teamwork, cultural humility, and TVHC Service Excellence Standards in all interactions with clients, staff, community partners, and stakeholders.
• Perform other related duties and special projects as assigned.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and expectations required of the position.

Requirements

• Bachelor's degree in Social Work, Psychology, Human Services, or a related field; OR
• Associate degree and a minimum of two (2) years of case management experience in a health or human services setting; OR
• Minimum of four (4) years of experience performing case management duties in a health or human services setting.
• Experience working with adolescents, families with young children, or underserved populations required.
• Bilingual in both English and Spanish required.

Qualifications:

• Experience conducting chart audits, quality assurance reviews, compliance monitoring, or performance improvement activities.
• Experience working with Medi-Cal, Enhanced Care Management (ECM), early childhood services, family support programs, or community-based service programs.
• Experience providing staff training, onboarding, mentoring, or workflow coordination.
• Ability to travel to designated locations, as assigned by supervisor.