Nonprofit Program Quality Analyst

Homebridge Inc•San Francisco, CA

5d•$63,383 - $70,304•Hybrid

About The Position

The Nonprofit Program Quality Analyst (PQA) is a member of the Technology team and reports to the Director of Information Technology. The PQA is responsible for the accuracy and integrity of client and service data across Homebridge systems, performing high-volume data entry, maintaining database records, auditing entries made by other users for discrepancies. The PQA monitors home care service delivery, tracks patient and client outcomes, and analyzes case manager caseload metrics to identify trends and discrepancies. The PQA also supports grant reporting, Medicaid/Medicare compliance, and partner compliance activities. The PQA brings an analytical mindset to this work, using Excel and Excel Power Query tools to interrogate the data, identify patterns behind recurring errors, and adapt as program requirements change. The PQA works alongside the Program Associate reviewing their work and handling the cases they escalate and reports to the Senior Program Analyst on complex or cross-system issues. The PQA also supports Homebridge compliance activities with partner organizations, supports the Community Care team to correctly record and track the various community care program activities, and sets up new clients in the system.

Requirements

Associate’s degree in a related field is preferred; we also warmly welcome applicants possessing substantial work experience that equates to the educational qualifications
One to two years of experience in data entry, data management, records processing, or a similar detail-oriented administrative role, preferably in healthcare or social services
Two or more years of hands-on experience working with data in Excel, including building and maintaining workbooks that others rely on pivot tables, lookups, nested and conditional formulas, and text functions
Proficiency across the Microsoft 365 suite (Excel, Word, Outlook, Teams, SharePoint), with the ability to produce clean, professional documents and share work in a way colleagues can pick up
Experience pulling and exporting data from Power BI reports and dashboards to support analysis; ability to read a dashboard and identify what the underlying numbers are telling you
Strong analytical skills and a structured thinking process — breaks ambiguous problems into parts, forms a hypothesis, tests it against the data, and explains the reasoning behind a conclusion
Advanced Excel skills, with the ability to build reporting others can rely on
The ability to pull data from Power BI, to investigate questions independently
Ability to compile, sort, and clean large datasets, and to spot patterns, outliers, and errors others miss
Ability to reconcile information across multiple systems and source documents and troubleshoot discrepancies to root cause
Demonstrated accuracy and speed in high-volume data entry, with meticulous attention to detail
Experience maintaining a database, EHR, or client management system, including record creation, updates, and data validation
Understands program compliance requirements, policies, and procedures including IHSS and partner agency rules, and applies them accurately and consistently in day-to-day processing
Able to read a policy or program change, reason through what it means for existing records and workflows, and carry it through to execution
Strong critical thinking and judgment: knows when a case fits the standard process, when it does not, and when to escalate
Sound judgment handling confidential client information in accordance with HIPAA
Is committed to the agency’s mission to delivery of high-quality services
Comfortable with shifting priorities and evolving program requirements; adapts quickly when processes, systems, or partner rules change mid-stream
Curiosity about how systems and data connect, and initiative to investigate rather than wait for direction
Ability to follow structured procedures precisely and consistently across repetitive, detail-heavy work, and to persevere through challenges
Strong administrative, planning, and organizing skills
Demonstrated history of excellent verbal and written communication skills
Is a sophisticated user of computer software, including ticketing systems such as Zendesk, and a quick learner of proprietary software

Responsibilities

Ensures high quality delivery and documentation of home care by supporting members of the Community Care team
Consistently reviews systems and processes and makes recommendations for improvement to meet the goals of providing consistent high-quality care and documentation
Produces thorough and clear reports to relevant parties on expected schedules
Performs accurate, high-volume data entry into VinCent and other Homebridge systems, meeting established accuracy and turnaround standards
Reviews records entered by other users for completeness, accuracy, and consistency; identifies and resolves discrepancies before they affect billing, payroll, or compliance reporting
Reconciles data across systems and source documents, investigating mismatches to root cause rather than correcting symptoms
Conducts routine audits and spot checks of user-entered data; documents findings and follows up with the responsible team until corrections are confirmed
Maintains data standards — required fields, naming conventions, valid values — and recommends system validations or workflow changes that prevent recurring entry errors
Performs record cleanup including de-duplication, standardization, and retroactive corrections
Creates and maintains job aids, procedures, and training materials on correct data entry; trains staff on new or changed processes
Escalates systemic data quality issues to the Senior Program Analyst and the Director of Information Technology with proposed solutions
Reviews the Program Associate’s work for accuracy, resolves the cases they escalate, and helps train them on new or changed processes
Partners with the Senior Program Analyst on audits, process changes, and reporting requirements
Monitors the Zendesk queue for incoming SOC 3075 requests; processes referrals the same business day and all other forms within 24 hours of receipt
Tracks each form in Zendesk from receipt through completion, marking tickets complete only after processing is verified
Maintains organized, confidential SOC 3075 records in accordance with HIPAA and Homebridge retention requirements
Builds, completes, and processes all necessary compliance reports for partner agencies
Investigates and corrects discrepancies in reporting
Follows up with teams who are past due and deliver reports on or ahead of schedule
Assists manager with monthly, quarterly, and annual reports as necessary
Works closely with the Community Care team to troubleshoot issues and make recommendations based upon collected data sets
Responds to requests and referrals from internal and external stakeholders in a timely manner
Notifies necessary teams when there are changes to clients’ status or eligibility
Compiles service evidence, authorized hour breakdowns, narratives, and/or historical client data as requested
Maintains client records including adding and managing referrals, accurately reporting client information, and updating profile and status when changes occur
Updates the new referral tracker as referrals are received and move through intake, keeping it current and accurate
Monitors referrals against expected timeframes and flags initial assessments that have not been completed in a timely manner so the responsible team can follow up
Uses VinCent to compile current and correct client data
Tracks requests for heavy cleaning and provides necessary invoices to IHSS team for fast and efficient billing
Assists with tracking and following up with clients who are on hold for more than 30 days to confirm their long-term status