QUALITY ASSURANCE OFFICER - UNCLASSIFIED

QUALITY ASSURANCE OFFICER - UNCLASSIFIED

Salary

$100,000.00 - $117,633.00 Annually

Location

Carson City

Job Type

Full-Time

Job Number

2026-03097

Department

NVHA - CONSUMER HEALTH SERVICES

Opening Date

07/20/2026

FLSA

Exempt

Bargaining Unit

N/A

Salary Grade

Not Assigned

Full Physical Address of Position (City, State, Zip)

2310 S Carson St, Carson City, NV 89701

• Description
• Benefits
• THIS RECRUITMENT MAY CLOSE WITHOUT FURTHER NOTICE DEPENDING ON THE NUMBER OF APPLICATIONS RECEIVED. APPLICANTS ARE ENCOURAGED TO APPLY AS SOON AS POSSIBLE*

Job Summary

The Silver State Health Insurance Exchange (Exchange) oversees and operates the online health insurance marketplace in Nevada, known as Nevada Health Link. The Exchange is a unit within the Division of Consumer Health Services and a part of the larger department, Nevada Health Authority. The Exchange facilitates and connects eligible Nevadans who are not insured by their employer or Medicare to health insurance options. Individuals can purchase Affordable Care Act (ACA) certified Qualified Health & Dental Plans through the Exchange and if eligible, receive subsidy assistance to help offset monthly premiums and out-of-pocket costs.

The Quality Assistance (QA) Officer is a leadership and managerial position. The position is full-time and located in Carson City. Periodic travel in-state and out-of-state may be required.

Under the general direction of the Chief Operations Officer, the QA Officer will audit and monitor a comprehensive quality assurance program for the Exchange. The QA Officer oversees a team of program officers who handle complex consumer, carrier, broker and navigator issues. They will work with their staff to resolve Tier 3 consumer complaints from the Call Center and will be responsible for the overall consumer, broker, enrollment professionals (navigators) and call center staff's experience when working with the Exchange. The QA Officer will systematically review and evaluate the quality and appropriateness of call center operations, consumer care and services, identify opportunities for improvement, and work with staff to resolve issues and system deficiencies.

The QA Officer will provide technical guidance and training to Exchange staff regarding quality assurance and continuous improvement activities; ensure Exchange staff, insurance carriers, brokers and navigators are aware of consumer rights, requirements; provide training to staff, carriers, brokers, navigators, and outside agencies regarding federal and state regulations, program requirements, policies and procedures, consumer rights, consent and confidentiality issues, appeals, documentation and communication related topics, and other areas as required.

The QA Officer will develop quality assurance and continuous improvement criteria and methodology; research, coordinate, write and organize information incorporated into official corrective action plans submitted by the agency in response to survey, audit or statements of deficiencies and findings.

Job Duties

Under the general direction of the Chief Operations Officer, responsibilities include, but are not limited to:

• Within the QA team, identify areas for improvement, ensure written plan of action is produced, coordinate required consultation and training, and monitor completion of plan elements. Notify management of quality trends as well as service failures and successes.
• Ensure Protection of Consumer Data: Protect confidentiality of data by maintaining materials in secured areas in compliance with Federal and State laws and regulations and Exchange policies and procedures. Identify and report actual and potential problems to management. Monitor action plans to resolve issues. Ensure investigations and reports are reviewed and finalized within approved timeframes and are conducted in a professional, objective manner.
• Provide Training on Quality Assurance: Provide technical assistance, educational opportunities and information to staff related to laws, statutes, regulations and standards.
• Successfully manage and supervise Quality Assurance team member(s) to include hiring, training, development, performance, coaching, accountability, and related management responsibilities. The QA Manager will supervise program officers and appeal officers in their individual programs and capacities.
• Support Call Center Operations: The QA Officer will review call center operations for QA issues and areas for improvement by coordinating with their team members and vendor call center staff. The QA officer will report on metrics and notify management of any concerns.
• Successfully foster and develop interstate relationships with other State Based Exchange Quality Assurance teams, call center and appeal representatives.
• Support User Acceptance Testing (UAT): Coordinate UAT with Exchange staff for system and call center operations.
• Oversee Exchange Appeals and Hearings: Supports appeal staff with resolving appeals and hearings.

Recruiter Contact Information: Victoria Sheehan - Torisheehan@admin.nv.gov

Knowledge, Skills, and Abilities

Qualified applicants have the following experience or skills:

• Consumer assistance experience with public and/or private health insurance eligibility criteria and policies.
• Experience in health care policy.
• Experience working within insurance programs, including analyzing insurance regulations or policy.
• Supervisory experience and/or trainings experience.
• Experience in quality assurance or oversight of a health care and/or insurance program.
• Experience in call center operations is preferred but not required.
• Experience in system testing.

The State of Nevada is an equal opportunity employer dedicated to building diverse, inclusive, and innovative work environments with employees who reflect our communities and enthusiastically serve them. All applicants are considered without regard to race, color, national origin, religion or belief, age, disability, sex, sexual orientation, gender identity or expression, pregnancy, domestic partnership, genetic information (GINA), or compensation and/or wages.

Please send direct Inquiries or correspondence to the recruiter listed on this announcement.

Benefits include:

• Health Insurance: Medical, dental, life, and disability insurance programs for employees and their dependents/family are offered through the Public Employees' Benefits Program (PEBP).

• Vacation: Accrual of three weeks of annual leave each year.

• Sick Leave: Accrual of three weeks of sick leave each year.

• Holidays: 12 paid holidays per year.

• Retirement: Participation in the Nevada Public Employees Retirement System (PERS). Employees do not contribute to Social Security but will contribute to PERS if their position is at 50% or more full-time equivalency. For more information on how PERS service may impact Social Security benefits, visit the SSA publication.

• Deferred Compensation: The State offers a voluntary Deferred Compensation Program.

• No Nevada state income tax.

• Public Service Loan Forgiveness: Eligible due to public sector employment.

• Longevity Payments Eligibility: Employees who have received a performance rating of "standard" or better and have completed eight (8) or more years of continuous service are eligible for longevity pay.

Additional benefits may apply to employees covered under a Collective Bargaining Agreement (CBA), depending on their designated bargaining unit. For more information, visit the Labor Relations Unit (LRU).

For more details about your rights and responsibilities as a State of Nevada employee, please review the State of Nevada Employee Handbook (PDF).

• State Holidays The holiday schedule for State employees is established by the Legislature.

The following are legal holidays:

January 1.............................................. New Years Day

Third Monday in January.................. Martin Luther King, Jr.s Birthday

Third Monday in February................ Washington's Birthday

Last Monday in May........................... Memorial Day

June 19................................................ Juneteenth Day

July 4.................................................... Independence Day

First Monday in September.............. Labor Day

Last Friday in October....................... Nevada Day

November 11........................................ Veterans Day

Fourth Thursday in November........ Thanksgiving Day

Friday following the Fourth Thursday in November...................... Family Day

December 25........................................ Christmas Day

When January 1, June 19, July 4, November 11, or December 25 falls on a Saturday, the preceding Friday is the observed legal holiday. If these days fall on Sunday, the following Monday is the observed holiday. Eligibility for holiday pay is covered by the provisions of NAC 284.255

Employer State of Nevada (NV)

Address See Above for Agency Information

See Above for Posting Location, Nevada, 89701

Website https://nvjobs.nv.gov