Quality Assurance Supervisor - C-YES / Children and Youth Evaluation Services – MAXIMUS - New York, NY
(2024-05)
- Supervise two Quality Assurance teams: QA Nurse Specialists and QA Coordinators, ensuring all QA program tasks are completed accurately and on time.
- Oversee daily operations of the QA department, maintaining compliance with procedures and standards.
- Lead meetings and individual coaching sessions to monitor performance and professional development.
- Identify improvement opportunities and implement corrective actions and staff training.
- Ensure adherence to best practices across QA functions, including call monitoring, case reviews, and data reporting.
- Collaborate with management to achieve departmental goals and enhance workflow efficiency.
- Foster a culture of accountability, learning, and excellence across both QA teams.
Quality Assurance Coordinator - C-YES / Children and Youth Evaluation Services – MAXIMUS - New York, NY
(2021-11 - 2024-05)
- Reviewed case files for completeness, accuracy, and consistency across workflows.
- Developed and completed reports tracking and trending quality outcomes.
- Performed quality checks on consumer notices to ensure compliance with standards.
- Created and facilitated orientation and in-service training for QA staff.
- Conducted call monitoring and provided feedback to support quality improvement.
- Supported project goals and collaborated with management to ensure effective QA monitoring.
Quality Control Administrator - New York State of Health / MAXIMUS - New York, NY
(2018-05 - 2021-10)
- Conducted quality reviews for Call Center and Eligibility & Enrollment staff.
- Identified and escalated issues that did not meet compliance requirements.
- Participated in calibration sessions and ensured alignment of quality metrics.
- Maintained up-to-date knowledge of policies, procedures, and system changes.
Consumer Service Specialist III - New York State of Health / MAXIMUS - New York, NY
(2014-04 - 2018-05)
- Assisted consumers with health coverage applications via the NYSOH marketplace.
- Educated consumers on Medicaid, Child Health Plus, and Qualified Health Plans.
- Ensured HIPAA compliance while delivering excellent customer service.
