Quality Auditor - Unlicensed

Leidos

3d•Remote

About The Position

Leidos Health and Services Sector currently has an opening for a Quality Auditor – Unlicensed to work remotely. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system. Under the guidance and direction of the Quality Assurance Manager, the Quality Auditor – Unlicensed implements established methodologies for measuring performance goals, program outcomes, performance indicators, and data sources to ensure broad-based support and high-quality service delivery across the program. This role: Monitors, measures, and tracks program deliverables against established Service Level Agreements (SLAs) for performance and outcomes measurement, as outlined in the Quality Management Plan. Gathers, reviews, consolidates, and evaluates program service delivery information with a focus on key quality factors, including appropriateness, effectiveness, and successful outcomes. Assesses service delivery across multiple dimensions of quality—such as accessibility, availability, efficiency, continuity, safety, timeliness, and respectfulness—in alignment with Council on Accreditation (COA) or Utilization Review Accreditation Commission (URAC) Performance Indicators.

Requirements

Bachelor’s degree from an accredited college or university in a behavioral health-related field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling, plus four or more years of experience monitoring and reporting on quality issues OR Master’s degree from an accredited graduate program in a behavioral health-related field with two to six years of experience conducting quality audits in the mental health field.
Experience implementing, monitoring, and reporting on quality issues in accordance with COA or URAC Performance and Quality Improvement (PQI) standards.
Strong analytical, quantitative, and data analysis skills.
High attention to detail and strong critical thinking abilities.
Ability to work independently as a self-directed professional.
Strong customer service skills and demonstrated knowledge of call center operations.
Knowledge and understanding of military lifestyle and culture.
Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.
U.S. citizenship and fluency in English required.
Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.
Ability to maintain and retain suitability investigation and clearance as required.
Proficient in navigating electronic systems, computer programs, and virtual service platforms.
This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Nice To Haves

Military spouse, military affiliation, and/or experience in the military community is highly desirable.
Employee assistance program (EAP) experience.
Call center experience.

Responsibilities

Conduct quality audits of Call Center operations, including Triage Consultants and Specialty Consultants, against established performance measures and key performance indicators (KPIs).
Monitor and evaluate program deliverables against Service Level Agreements (SLAs) and Quality Management Plan standards.
Review, consolidate, and analyze service delivery data to assess appropriateness, effectiveness, and successful outcomes.
Assess performance across multiple dimensions of quality, including accessibility, availability, efficiency, continuity, safety, timeliness, and respectfulness, in alignment with COA and URAC Performance Indicators.
Identify patterns, trends, and areas for improvement and submit recommended corrective actions to the Auditing Manager.
Provide feedback across the program to support quality improvement and corrective action implementation.
Ensure all audited data is accurate, complete, and submitted within prescribed timelines and reporting frequencies.
Escalate recurring issues related to presence, clarity, quality, continuity, or compliance in service delivery.
Access and review documentation within the Government eCMS system as part of the audit process.
Support compliance with Council on Accreditation (COA) or Utilization Review Accreditation Commission (URAC) Performance and Quality Improvement (PQI) standards.
Perform additional duties and special projects as assigned.