Third Party Review Analyst – Quality Assurance

Role Overview

• Conduct comprehensive reviews of eligibility case processing using State-approved methodologies, tools, and scorecards
• Complete daily scoring and documentation across administered programs
• Ensure accuracy, consistency, and compliance with State and Federal eligibility policies
• Provide individualized coaching to eligibility staff based on case review findings
• Conduct scheduled phone coaching sessions to reinforce policy adherence and correct errors
• Deliver live training sessions and presentations demonstrating proper case processing and task completion
• Serve as support to eligibility staff, reinforcing ongoing skill development and performance improvement
• Interpret and explain policy requirements in a clear, actionable manner during coaching engagements
• Collaborate with the Program Management Team to address quality issues and recommend corrective actions
• Partner with the TPR Team Lead on daily operations, priorities, and workflow coordination
• Participate in cross-functional efforts to enhance operational effectiveness and consistency
• Conduct interview observations as a silent participant to assess adherence to procedures and customer interaction standards
• Provide structured feedback following observations to support performance improvement
• Complete required reporting on review outcomes, trends, and performance metrics
• Interpret and apply complex State and Federal policies when reviewing cases and coaching staff
• Maintain up-to-date knowledge of policy changes and ensure alignment in review practices
• Complete eligibility processing assignments as needed based on operational demand
• Support special projects and initiatives aligned with program goals
• Perform other duties as assigned.

Requirements

• 3 or more years of Public Assistance (SNAP, TANF & Medicaid)
• Excellent analytical, problem-solving, and critical thinking abilities
• High level of attention to detail and commitment to accuracy
• Knowledge of Federal and State of Indiana Social Services programs and systems (SNAP, TANF, and Medicaid, and IEDSS) required
• Proficiency in Word, Excel, PowerPoint
• Excellent written and verbal communication skills required
• Previous coaching, training, or mentoring experience preferred
• Ability to research State and Federal Policy
• Strong time management skills
• Ability to maintain a high degree of confidentiality.
• Customer service oriented
• Ability to work remote and independently
• Ability to multi-task
• Personal organization skills.

Benefits

• Knowledge Services strives to offer an environment that provides our employees with the right balance between work and family.
• Knowledge Services is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
• Knowledge Services does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.