Job/Position DescriptionServes as a Quality Assurance Monitoring Specialist with the Quality Assurance Unit. Quality Reviews include Long Term Care, Home and Community Support Services Agency (HCSSA), Health Care Quality/Acute Care (HCQ), and Substance Abuse/Narcotic Treatment Program complaints and self-reported incidents. Reviews daily intakes of all allegations of abuse, neglect, and exploitation received by intake specialists to determine if it is a violation and to ensure timely and accurate triage and prioritization. Edits reports prepared by intake specialists prior to sending electronically to the regional offices for Investigation and to ensure quality control and accountability standards are maintained. Analyzes and interprets Regulatory Services policies, procedures and regulations. Provides consultation to agency staff, providers, advocates, consumers, legislators and other agencies. Serves as a liaison between the Complaint Intake Unit and regional field operations staff. Assists with the intake of complaints, incidents, and requests for information. Performs related work and may participate in special projects and workgroups as assigned. Interprets policies, procedures, rules, regulations and standards and communicates on a complex level with others to exchange or verify information, respond to inquiries, address issues or resolve problems. Performs other duties as assigned. Essential Job FunctionsAttends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.Performs quality assurance reviews of long-term care and non-long-term care complaints and incidents to ensure accuracy/compliance with applicable Federal and State regulations. Quality assurance reviews ensure appropriate triage of priority, facility and patient history, allegations, and conditions of participation/coverage, if applicable. 35%Evaluates long-term care and non-long-term care complaints and incidents related to abuse/neglect/exploitation of children, elderly, individuals with mental illness, or individuals with intellectual disabilities to ensure the assigned priority is in alignment with Federal and/or State regulations. Includes notifying regional staff of 24-hour priority or 2-day priority intakes. 10%Performs quality assurance reviews for complaints to ensure the facility/agency is within Federal or State Jurisdiction. When found to be non-jurisdictional, referrals are made to other agencies, such as the Ombudsman, the Joint Commission, the Medical Board. 10%Interprets long-term care and non-long-term care policies, procedures, rules, regulations, and standards for individuals within Complaint and Incident Intake. 10%Communicates on a complex level with CII Staff, CMS Regional staff, State Regional staff, and other CII customers to provide, exchange, or verify intake information, answer inquiries, address issues, or resolve problems 10%Identifies trends within internal policies and procedures and collaborates with management or workgroup to develop a resolution to ensure compliance with federal and state requirements. 10%Completes Quality control operations and procedures by routing long-term care and non-long-term care high profile complaints and incidents when the resident/patient/client is a minor under Permanent Managing Conservatorship or involves a legislative inquiry or becomes of public interest. 5%Serves as liaison for assigned areas on complex issues with agency staff and outside entities such as https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=605643 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.