Quality Assurance Coordinator

Lutheran Social Service of Minnesota is a dynamic social service organization serving children, youth and families, people with disabilities, older adults, and military veterans. Trustworthiness is a value and strength shared by our employees and recognized by the communities we serve. We offer an ALIVE Workplace (Supportive, Positive, and Fun) and careers that challenge, energize, and reward employees. Consider joining us!

Job Summary:

The Quality Assurance Coordinator is responsible for ensuring the quality and efficiency of PICS operations. This role involves a variety of tasks, including training and support, data management, communication, quality assurance, and system administration and maintenance. This position will provide assistance and support to the quality assurance team to ensure quality service provision to all programs, train individuals internally and externally, perform system administration duties, troubleshoot for staff, and oversee document control processes.

The Quality Assurance Coordinator will support and guide external PICS families on portal-related training requirements and resources. They will coordinate and facilitate learning and training sessions and gather input and feedback to improve processes and customer satisfaction. This position will specialize in the PICS Portal and Electronic Visit Verification (EVV) system to support PICS staff, families, and Workers.

In addition, this position will manage external communications, complete regular audits, and maintain CRM records that are kept up-to-date. They will help manage multiple SharePoint pages, documents, forms, and Alpha Trust with any future needs or changes. They will support the development of new changes to products, processes, software, equipment, or DHS regulations.

This position will also play a key part in identifying and surfacing quality trends, and training needs to inform better enhancement for PICS processes.

Qualifications and Requirements:

• Associates degree in Human Services, education, psychology, sociology or related field required. Bachelor's degree preferred.

• Minimum 2+ years related experience preferably working in social services or human services.

• Knowledge of CDCS, CSG, CFSS and Personal Supports program rules and regulations.

• Working with diverse populations including Social Services, Human Services preferred.

• Strong computer skills and ability to learn new software required.

• Strong analytical skills and proficiency working with numbers.

• Able to perform a variety of ongoing tasks in a fast-paced atmosphere.

• Able to read, analyze, and interpret the Department of Human Services' policies and regulations as well as applicable state and federal laws related to service delivery.

• Able to respond to common inquiries or complaints from customers, regulatory agencies, or members of the community.

• Must be well organized, detail oriented, and able to prioritize responsibilities to complete work correctly and in a timely manner.

• Critical thinking skills and independent decision-making abilities.

• Training experience, whether it is in group or individual settings preferred.

• Knowledge of CRM Software and Microsoft Office products preferred.

• Ability to train staff on program compliance.

• Excellent communication skills.

• Ability to collaborate with others.

• Ability to work with detailed data and information.

• Proficient at managing multiple converging deadlines.

• Ability to handle interruptions to address end-user support inquiries as needed.

Lutheran Social Service of Minnesota is an Equal Opportunity and Affirmative Action Employer of all people regardless of gender, race, culture, religion, ethnicity, protected veteran status and/or disability. We actively foster an environment that is free of racism, discrimination, bias, and harassment where all individuals are treated with dignity, safety, and respect.