Quality Assurance / Quality Improvement Associate

Position Summary:

Under the general supervision of the Quality Assurance/Quality Improvement Coordinator, the Quality Assurance/Quality Improvement (QA/QI) Associate supports BRIDGES’ commitment to high-quality, compliant behavioral health services by partnering with leadership, program, clinical, billing, and administrative teams to monitor, review, and strengthen clinical and operational practices.

The position supports both quality assurance, including adherence to LACDMH, DHCS, Medi-Cal Specialty Mental Health Services, licensing, contractual, and Agency requirements, and quality improvement activities designed to strengthen systems, promote continuous learning, and improve service delivery and client outcomes.

Key responsibilities include conducting chart and documentation reviews; monitoring compliance and corrective follow-up; collecting, tracking, analyzing, and reporting quality data; supporting audits and regulatory reviews; assisting with EHR administration and reporting; and supporting residential census and concurrent review/authorization processes. The QA/QI Associate also works collaboratively with programs to identify trends, improve workflows, provide staff education, and promote consistent implementation of Agency standards.

Key Responsibilities

Quality Assurance

• Perform regular chart reviews, documentation audits, and billing-related compliance reviews to assess adherence to applicable LACDMH, DHCS, Medi-Cal Specialty Mental Health Services (SMHS), Community Care Licensing (CCL), contractual, and Agency requirements.
• Monitor timeliness, completeness, and consistency of critical behavioral health services documentation (e.g., assessments, treatment plans, progress notes, consents) and related outcomes data.
• Identify and communicate compliance concerns, documentation deficiencies, and recurring trends; support program leadership in developing corrective actions and monitor follow-up for completion and sustainability.
• Work closely with program leadership, clinical directors, billing/finance, and staff to ensure documentation, coding, service delivery, and reporting align with Agency and contract standards.
• Assist in preparing for external audits, site visits, funding reviews, and licensing/certification visits; coordinate audit logistics and documentation preparation.
• Maintain appropriate data entry, tracking, and reporting systems, ensuring the integrity of information on HIPAA-protected health data and other sensitive client and financial data.
• Serve as Exym EHR Assistant Administrator by maintaining working expertise in system functionality; supporting forms, templates, reports, dashboards, and workflows; coordinating approved system updates and changes; and assisting with system configuration needed to support accurate documentation, reporting, billing, and compliance.
• Support maintenance and reconciliation of the residential client census by coordinating updates across the EHR and applicable tracking systems and working with program leadership to resolve discrepancies.
• Coordinate and track concurrent review and authorization processes, including required submissions, supporting documentation, deadlines, follow-up, and communication with program staff to promote timely and complete authorization requests.

Quality Improvement

• Collaborate in implementing the Agency’s QA/QI work plan: identify trends from audit data, support performance improvement projects (PIPs), and facilitate staff training or process redesign as indicated.
• Assist in collecting, analyzing, and summarizing data (e.g., productivity, caseload metrics, no show rates, clinical outcomes, billing turnaround time) and generating reports for leadership, program managers, and funders.
• Facilitate and co-facilitate trainings for staff on documentation best practices, regulatory compliance, outcome measurement, and continuous improvement.
• Recommend process improvements, system workflow enhancements, and efficiencies in collaboration with QA Coordinator and other staff.
• Periodically audit or monitor implementation of process changes to evaluate effectiveness and sustainability.
• Coordinate or conduct client follow-up activities, satisfaction surveys, or other approved feedback mechanisms to gather information regarding service quality, client experience, and opportunities for improvement.

General & Cross-Functional Duties

• Maintain working knowledge of behavioral health regulations (LACDMH, Medi Cal SMHS, state licensing, contract requirements) and keep the QA/QI team and staff updated.
• Serve as a back up or support resource for the QA Coordinator as needed, including coverage duties during absences, special projects, or leadership initiatives.
• Foster collaborative working relationships across departments (clinical, programs, finance/billing, executive) and support the Agency’s mission, values, and continuous improvement culture.
• Adhere to confidentiality and HIPAA policies, ensure proper handling of PHI/PII data, and maintain records securely and professionally.
• Maintain awareness of applicable county, state, and federal regulatory and contractual updates through trainings, meetings, guidance, and other authoritative sources; assist in analyzing new or revised requirements and communicating operational impacts to management to support timely Agency implementation.
• Perform other duties as assigned to support the Agency’s QA/QI infrastructure and service excellence.

Qualifications

Education & Experience

• Bachelor’s degree strongly preferred; substantial directly relevant QA, compliance, EHR, auditing, or healthcare experience may be considered in lieu of the degree.
• Minimum of 1–2 years of full-time, hands-on experience in quality assurance, compliance, auditing, or data analysis within behavioral health, healthcare, or human services settings.
• Working knowledge of Exym or similar electronic health record (EHR) systems, including managing forms, templates, reports, and dashboards.
• Knowledge of LACDMH documentation standards, Medi-Cal Specialty Mental Health Services (SMHS) requirements, and outcome measurement practices preferred.
• Experience generating reports and maintaining electronic documentation systems to support quality improvement and compliance initiatives.

Skills & Competencies

• Strong analytical skills and attention to detail, with the ability to review documentation for accuracy, completeness, and compliance.
• Proficient in EHR systems, spreadsheets, databases, and reporting tools, with the ability to generate, analyze, and present performance metrics and audit findings (e.g., Excel, dashboards, EHR systems).
• Effective oral and written communication skills, including the ability to present findings clearly, collaborate with clinical and administrative staff, and support training or process improvement initiatives.
• Critical thinking and problem-solving skills, including the ability to identify trends, propose corrective actions, follow up, and monitor outcomes.
• Ability to work independently and collaboratively, prioritize multiple tasks and deadlines in a fast-paced environment, and support the Agency’s continuous improvement efforts.
• Knowledge of HIPAA, state licensing, and confidentiality standards, with the ability to handle sensitive client data appropriately.
• Demonstrated ability to build collaborative relationships across clinical, program, billing/finance, and administrative teams, as well as with governing body auditors, reviewers, and other stakeholders.
• Commitment to cultural competency, equity, mission-driven service, and the continuous improvement of service delivery.
• Ability to communicate effectively in person, by telephone, and through electronic platforms and to review electronic and written records for extended periods.

Physical & Other Requirements

• Ability to sit or work at a computer for extended periods and review documentation accurately.
• Valid California driver’s license, access to an insured vehicle, and willingness to travel to Agency sites as needed.
• Successful completion of background and TB clearance in accordance with Community Care Licensing and contract requirements.
• Maintain current First Aid certification if required by program.

Preferred Attributes

• Experience in a behavioral health nonprofit with familiarity with LACDMH contracts and Medi-Cal SMHS documentation standards.
• Experience implementing or supporting quality improvement initiatives, including training development.
• Working knowledge of EHR systems, including back-end functions such as building templates, configuring workflows, and supporting system setup in behavioral health settings.
• Interest in innovation, continuous improvement, system redesign, and contributing to operational excellence beyond compliance.
• Ability to mentor or support team members in QA/QI functions.
• Demonstrates a mature, professional demeanor with the ability to interact effectively and respectfully with staff, leadership, and external stakeholders.

Compensation details: 28-30 Hourly Wage

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