EHIP Quality Analyst

Job Summary 

The Quality Analyst plays a critical role in ensuring the high standards of the Washington State Department of Health's HIV Insurance Benefits Management Program, also known as the Evergreen Health Insurance Program (EHIP). The Quality Analyst is responsible for quality assurance reviews of processed applications, reporting, and other technical duties as needed. This full-time, non-exempt, union position reports directly to the Senior Insurance Program Manager. The position requires onsite work for the first 2-3 months of onboarding with a hybrid arrangement of 2-3 days in the office after that. 

Essential Duties 

Communication: 

• Maintain effective, timely communication with co-workers, partners, community stakeholders, clients, funders, and management. 

• Keep clients and case managers informed about program adjustments and changes. 

Client Service: 

• Ensure high-quality service delivery in a culturally appropriate manner, adhering to quality and customer service standards. 

• Address complaints, inquiries, and questions from vendors and clients. 

• Maintain secure and confidential client information. 

Research and Analysis: 

• Use critical thinking skills for thorough analysis and research. 

• Analyze data to ensure correct actions are taken to resolve client application issues and program concerns. 

• Conduct investigations to ensure accurate data collection and reporting. 

Client Advocacy: 

• Advocate for clients with COBRA administrators, employers, and insurance companies. 

• Provide guidance for client self-advocacy and refer to advocacy or case management services when necessary. 

Reporting: 

• Compile and submit timely and accurate reports weekly, monthly, and on an ad-hoc basis. 

• Ensure accuracy in data collection and reporting. 

Quality Analysis: 

• Conduct quality reviews of insurance applications, reinstatement applications, discontinuation paperwork, and new payable applications. 

• Provide ongoing evaluations and compile reports regarding staff accuracy and performance. 

• Work with the EHIP team to develop and implement quality improvement initiatives. 

Core Competencies 

• Ability to work effectively with supervisors, colleagues, volunteers, and clients. 

• Reliable attendance and punctuality. 

• Capacity to work with diverse socio-economic backgrounds, ethnicities, beliefs, sexual orientations, and lifestyles. 

• Maintain confidentiality of financial, donor, and client records. 

• High level of accuracy and attention to detail. 

• Experience in project planning, implementation, and evaluation. 

• Understanding of professional boundaries. 

• Proficiency in Microsoft Office applications (Excel, Access, Word). 

• Clear and professional communication skills, both verbal and written. 

• Professional phone skills. 

• Comfort with public speaking and outreach. 

• Ability to work independently and collaboratively. 

• Experience in group facilitation, conflict resolution, and organizational development. 

• Ability to adapt quickly to changes. 

• Develop strong working relationships with internal and external customers. 

Education and Experience 

• Bachelor's degree in social services, healthcare, business, or equivalent experience. 

• Five or more years of experience in process improvement, quality assurance, quality improvement, and/or IT. 

• Knowledge of basic accounting principles. 

• Preferred experience with non-profit organizations, insurance, and government entitlement programs (e.g., Medicaid, Medicare). 

• Preferred experience with accounting software and SQL. 

• Ability to organize, prioritize, and manage multiple projects in a time-sensitive environment. 

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About Lifelong: 

Lifelong is a community health organization committed to removing barriers to health with relentless compassion so that no one faces illness and injustice alone. 

We lead with heart. Our respect for people drives our mission. For 40 years, Lifelong has fought health inequities so that everyone can have the opportunity to thrive. Our comprehensive services include food and nutrition, healthcare navigation, aging and disability support, and connection to housing and other vital resources. 

We are looking for passionate, dedicated people to join our talented team and make real, meaningful changes in the daily lives of those living with chronic and life-threatening illnesses in their community. Lifelong offers exceptional benefits, including paid time off, medical and dental coverage in addition to a balanced work-life integration. 

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Lifelong, we are dedicated to building a diverse, equitable, inclusive and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. 

EEO Statement: 

Lifelong is committed to creating an accessible, supportive environment and experience that recognizes diversity and cultural competence as integral components of what we do. 

We are an Equal Employment Opportunity Employer and as such, we do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.