QUALITY ASSURANCE REVIEWER - 08262025-70677

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF HUMAN SERVICES, ADMINISTRATION DIVISION, DAVIDSON COUNTY

For more information, visit the link below:
https://www.tn.gov/content/dam/tn/human-services/documents/HRC0015162_QUALITYASSURANCEREVIEWER_Davidson_9825.pdf

This is a remote position

This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

Qualifications

Substitution of Experience for Education: Additional qualifying experience as listed above may substitute for the required education on a year-for-year basis.

OR

Experience equivalent to four years of full-time professional social services eligibility interviewing, disability claims determination, or child care and/or adult care licensing experience with the State of Tennessee.

Necessary Special Qualifications: Some positions within this classification may be required to have and maintain reliable transportation.

Overview

This classification is responsible for professional human services quality review work . An employee in this class is responsible for reviewing Temporary Assistance for Needy Families (TANF) or Supplemental Nutrition Assistance Program (SNAP), or Child or Adult Care licensure decisions for accuracy and adherence to established policies and procedures. This class differs from that of Eligibility Counselor 2 in that incumbents of the latter determine customer's eligibility for benefits.

Responsibilities

1. Reviews a random selection of cases and evaluates the validity and accuracy of decisions made by eligibility or licensing staff to ensure compliance with federal and state guidelines.
2. Conducts customer interviews to gather information relevant to the case review. Requests verification of reported information from various sources and compares collected information to agency records to determine review outcomes, recognize differences or similarities, and detect changes in circumstances or events.
3. Researches, gathers, and applies relevant information to evaluate the correctness of cases under review. Accesses available computer systems or databases to obtain information pertinent to the case.
4. Provides information to program, state, and federal agency representatives regarding the findings of the review determination.
5. Documents, records, and maintains information and verifications obtained, agency/case records, quality assurance findings, and actions taken in the case management system and/or federal and state databases.
6. Communicates with peers, supervisors, and other DHS agency representatives to obtain policy or procedural clarifications. Collaborates with eligibility staff to make any necessary changes to cases based on findings.
7. Conducts brainstorming sessions or other discussions to formulate creative ideas and find solutions to promote and improve eligibility accuracy and reduce the error rate in delivery of services. Recommends and implements new procedures, ideas, relationships, or systems to improve the functionality of programs.

Competencies (KSA's)

1. Customer Focus
2. Resourcefulness
3. Communicates Effectively
4. Instills Trust
5. Situational Adaptability

Knowledges:

1. Customer and Personal Service

1. Active Learning and Listening
2. Complex Problem Solving
3. Quality Control Analysis
4. Judgment and Decision Making
5. Time Management

1. Deductive Reasoning
2. Inductive Reasoning
3. Problem Sensitivity
4. Selective Attention
5. Mathematical Reasoning

Tools & Equipment

1. General Office Equipment
2. Computer/Laptop/Tablet