C2Q Health Solutions

Role Description The Shared Services Effectuation Supervisor is responsible for overseeing the end-to-end service effectuation process, ensuring that all authorized services for participants are accurately coordinated, scheduled, delivered, and completed in a timely manner. This role ensures continuity between care authorization and service delivery by supervising a team responsible for tracking, coordinating, and closing the loop on all participant services. The supervisor works closely with interdisciplinary teams (IDT), providers, and internal departments to ensure seamless execution of care plans and compliance with PACE program requirements. Job Responsibilities - Supervise daily operations of the Shared Services Effectuation Data Quality team. - Oversee the full-service effectuation lifecycle, including authorization tracking, coordination, scheduling, execution follow-up, and confirmation of service completion. - Ensure accuracy and integrity of service data by performing quality oversight of Care Compass entries and conducting routine audits. - Serve as primary liaison between Shared Services, Provider Relations, IDT teams, external providers, and internal departments. - Monitor daily and ad-hoc service status reports to ensure timely resolution of pending services. - Ensure compliance with PACE program requirements, CMS & DOH regulations, internal policies, and documentation standards. - Analyze operational data and quality metrics to identify trends, inefficiencies, and opportunities for process improvement. - Provide leadership, coaching, training, and performance management for team members. - Manage team operations including scheduling, time-off approvals, attendance monitoring, and workload distribution. - Oversee quality assurance activities, including audits of notes, calls, and documentation. - Support investigation and resolution of escalated issues, grievances, and complaints. - Conduct performance evaluations, deliver feedback, and administer disciplinary actions when necessary. - Participate in internal meetings, conference calls, and cross-departmental coordination efforts. - Perform other duties as assigned. Qualifications - Bachelors or Associates Degree in business, health care, or related field preferred. - Ability to pass multi-tasking competency tests. - Able to pass a typing test with at least 40 WPM. - Within 45 days, must pass a proficiency test of Microsoft Office, Ring Central, Care Compass, and any other system used daily. - Proficient in computer programs such as Microsoft Office and Microsoft Excel. - Knowledge of other database programs is a plus. - Excellent verbal and written communication skills. - Excellent problem-solving and analytical skills. - Accurate attention to detail with strong organizational skills. - Demonstrated ability to manage multiple projects and be flexible. - Able to travel to any PACE Sites, as needed. - Bilingual in Spanish, Russian, Chinese, Korean, Albanian, or French Creole preferred. Physical Requirements - Standing – Duration of up to 6 hours a day. - Sitting/Stationary positions – Sedentary position in duration of up to 6-8 hours a day. - Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items. - Bending/Squatting – Ability to safely bend or squat to perform essential functions. - Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs and walk to access work areas. - Agility/Fine Motor Skills – Must demonstrate agility and fine motor skills to operate equipment. - Sight/Visual Requirements – Must be able to visually read documentation and type/write with accuracy. - Audio Hearing and Motor Skills Requirements – Must be able to listen attentively and document information accurately. - Cognitive Ability – Must demonstrate good decision-making and rational processing. Salary Range $60,000.00 - $70,000.00 Disclaimer Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company. We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information.

Role Description Shared Services Scheduling Specialist – PR assists with scheduling in-house and external physician/specialist medical appointments for participants, coordinates necessary transportation, handles customer service issues, makes all arrangements for Aide Services/escorts and assists with other functions as needed. - Schedule participants with their specialty appointments and medical appointments with their CBPCPs. - Make visit verification calls to confirm appointments and reschedule any cancellations. - Check the provider lookup, Liberty Dental website and the NVA list to schedule appointments with in-network providers, escalating any issues to management, and appropriate department. - Schedule SDR, post-fall, and HR/HI cases within 7 days of triggering. - Ensure that participants' charts reflect the most accurate information, such as cancelling appointments and updating service plans when necessary. - Ensure all authorizations and referrals are accurately faxed to the appropriate providers and facilities. - Communicate effectively with all participants to relay appointment information, and provide updates as needed. - Responsible for documenting all interactions and updates in a participants chart accurately and in a timely manner. - Processes requests for the release of health information. - Schedules provider follow-up appointments. - Documents all calls in internal systems. - Report any participant grievances reported by other DHC staff directly to the Grievances and Appeals department, as well as other disciplines involved. - Schedule CBPCP appointments. - Schedules all specialty consultations, including but not limited to psychiatry, podiatry, lab/home draws, and acupuncture. - Informs Participants via phone regarding all future appointments. - Identifies and partners with other departments to resolve complex participant inquiries. - Completes documentation regarding appointments in the organization's computer systems. - Responsible for the participant’s profile updates in all systems. - Performs consistently with the organization’s mission and philosophy. - Performs job responsibilities according to the organization’s policies. Seeks clarification when needed. - Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance. Meets productivity guidelines. - Maintains proper documentation (updated, timely, legible) related to patient care. - Maintains HIPAA standards and confidentiality of PHI. - Serves as a role model for peers and colleagues. - Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills. - Treats other employees respectfully and facilitates an environment of teamwork. - Communicate with participants in a caring, helpful, considerate, and culturally sensitive manner. - Demonstrates a thorough understanding of participants’ needs and wants and attempts to anticipate and meet participants’ needs. - Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction. - Ability to manage multiple tasks and priorities in a fast-paced environment and adapt to changing priorities throughout the day. Qualifications - Associate degree preferred, or equivalent relevant call center years of experience preferred. - One to two (1-2) years of experience in customer services, quality, and or auditing experience. - Able to pass a typing test with at least 40 WPM. - Bilingual Requirement: Spanish and English. - Excellent written and verbal communication skills. - Ability to thrive in a fast-paced environment and meet assigned deadlines. - Excellent organizational skills, accuracy, and attention to detail. - Ability to operate both independently and collaboratively as required. - Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. Requirements - This is a fully remote position. Employees are required to provide and maintain their own home office equipment that meets the organization’s technical, security, and connectivity requirements. - Employees must have access to a modern personal computer that meets the following minimum standards: - PC or Mac desktop or laptop, manufactured within the last five (5) years. - Supported operating system: Windows-based devices must run the latest version of Windows; Apple devices must run the latest version of macOS. - Ability to install and run required secure remote-access applications. - Minimum system capability: Processor: 3.0 GHz or faster; Memory: At least 8 GB RAM; Storage: Sufficient free disk space to support required applications; Display: Minimum screen resolution of 800 x 600. - Reliable high-speed internet connection with minimum speeds of: - 25 Mbps download. - 10 Mbps upload. - Stable connection suitable for voice and system-based work; Wired Ethernet connection preferred. - Private, quiet workspace that supports confidential conversations and HIPAA compliance. - Device must have up-to-date antivirus and security protections. - Operating systems must be configured to receive automatic updates. - Employees must comply with all company security, confidentiality, and access protocols, including multi-factor authentication. - Employees are responsible for maintaining their personal equipment and resolving any device or connectivity issues that may impact job performance. Benefits - After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses, including but not limited to: - Monitors. - Office chairs. - Desktop or laptop computers. - Webcams or cameras. - Battery backup or surge protection equipment. - This reimbursement is not provided upfront; eligibility is subject to company policy, documentation, and approval. - The reimbursement is non-recurring and does not constitute wages, salary, or ongoing compensation. - Reimbursement availability may change based on business or policy needs. Physical Requirements - Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to: - Standing – Duration of up to 6 hours a day. - Sitting/Stationary Positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods. - Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc. - Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job. - Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas. - Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.) - Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy. - Audio Hearing and Motor Skills (Language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. - Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job. Salary Range $35,000.00 - $40,000.00/year

JOB PURPOSE: The Call Center Specialist - IC is responsible for managing a high volume of inbound and outbound calls in a timely and professional manner. This role involves providing exceptional customer service, scheduling appointments, answering inquiries, and assisting patients and their families with accurate information regarding services provided by the healthcare organization. The ideal candidate will have excellent communication skills, empathy, and the ability to work effectively in a fast-paced environment. JOB RESPONSIBILITIES: - Handle incoming and outgoing calls efficiently while maintaining a professional and courteous demeanor. - Schedule patient appointments accurately using the organization's electronic medical record (EMR) system. - Respond to patient inquiries regarding services, appointment availability, billing, and other general information. - Assist patients in rescheduling or canceling appointments while adhering to organizational guidelines. - Verify and update patient demographic and insurance information during calls. - Educate patients on healthcare services, office policies, and available resources. - Document all patient interactions and maintain accurate call records in the appropriate systems. - Document patient complaints and escalate complex issues to the appropriate department or supervisor. - Collaborate with clinical staff, administrative teams, and other departments to ensure a seamless patient experience. - Follow HIPAA regulations to maintain patient confidentiality and data security. - Achieve performance goals, including call quality, response time, and customer satisfaction metrics. - Outreach to inquiring callers to keep them informed about their issues/request’s status or resolution. - Adhere to company and department policies and procedures. - Adheres to all applicable compliance requirements and the Code of Conduct. Weekly Hours: 40 Days: Monday to Friday Hours: We have different schedules available between 8:00 AM to 8:00 PM ET. Location: Full time Remote QUALIFICATIONS: Education: Associate degree preferred, or equivalent relevant call center years of experience preferred. Experience: - One to two (1-2) years of experience in customer service, quality, and/or auditing. Language: Bilingual in Spanish, Russian, Chinese, Bengali, or Korean required. Additional Requirements: - The consultant is required to provide valid government-issued identification as proof of age to verify that they are at least 18 years of age. - Able to pass a typing test with at least 40 WPM. - Excellent written and verbal communication skills. - Ability to thrive in a fast-paced environment and meet assigned deadlines. - Excellent organizational skills, accuracy, and attention to detail. - Ability to operate both independently and collaboratively as required. - Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. - Maintain and utilize the necessary equipment, including but not limited to a computer, monitor, headset, and any other tools required to perform the agreed-upon services. - Ensure access to a reliable and high-speed Wi-Fi connection suitable for conducting business operations efficiently. - Successfully complete all mandatory training programs as required by the Organization. Physical Requirements Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to: - Standing – Duration of up to 6 hours a day. - Sitting/Stationary positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods. - Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc. - Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job. - Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas. - Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.) - Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy. - Audio Hearing and Motor Skills (language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, they must be able to speak comfortably and clearly with language motor skills for customers to understand the individual. - Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job. Disclaimer: Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company. We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Salary Range (Min-Max): $4.81 - $7.21 USD per hour ৳584.59 - ৳876.28 BDT per hour These rates are subject to change based on the current USD to BDT conversion rate. Centerlight Healthcare Systems is based in New York and currently hires employees in states where we are registered to do business. At this time we are able to consider candidates residing in the following states: - Alabama - California - Colorado - Connecticut - Florida - Georgia - Illinois - Indiana - Louisiana - Massachusetts - New Jersey - New York - North Carolina - Ohio - Oklahoma - Oregon - Pennsylvania - Puerto Rico - South Carolina - Texas - Utah - Virginia - Wisconsin

JOB PURPOSE: The Call Center Representative - PR is responsible for managing a high volume of inbound and outbound calls in a timely and professional manner. This role involves providing exceptional customer service, scheduling appointments, answering inquiries, and assisting patients and their families with accurate information regarding services provided by the healthcare organization. The ideal candidate will have excellent communication skills, empathy, and the ability to work effectively in a fast-paced environment. JOB RESPONSIBILITIES: - Handle incoming and outgoing calls efficiently while maintaining a professional and courteous demeanor. - Schedule patient appointments accurately using the organization's electronic medical record (EMR) system. - Respond to patient inquiries regarding services, appointment availability, billing, and other general information. - Assist patients in rescheduling or canceling appointments while adhering to organizational guidelines. - Verify and update patient demographic and insurance information during calls. - Educate patients on healthcare services, office policies, and available resources. - Document all patient interactions and maintain accurate call records in the appropriate systems. - Document patient complaints and escalate complex issues to the appropriate department or supervisor. - Collaborate with clinical staff, administrative teams, and other departments to ensure a seamless patient experience. - Follow HIPAA regulations to maintain patient confidentiality and data security. - Achieve performance goals, including call quality, response time, and customer satisfaction metrics. - Outreach to inquiring callers to keep them informed about their issues/request’s status or resolution. - Adhere to company and department policies and procedures. - Adheres to all applicable compliance requirements and the Code of Conduct. Weekly Hours: 40 Days: Monday to Friday Hours: We have different schedules available between 8:00 AM to 8:00 PM EST Location: Full time Remote QUALIFICATIONS: EDUCATION: Associate degree preferred or equivalent relevant call center years of experience preferred. Additional Requirements: - Able to pass a typing test with at least 40 WPM. - Must be bilingual in English and one of the following languages: Spanish, Russian, Chinese, Bengali, Korean, Albanian, or a similar language. - 1 – 2 years experience in customer service, quality, and/or auditing experience. - Employee acknowledges that they have an alternative means of working in the event of a power and/or internet service outage, ensuring they are able to fulfill their job responsibilities without interruption. - Excellent written and verbal communication skills. - Ability to thrive in a fast-paced environment and meet assigned deadlines. - Excellent organizational skills, accuracy, and attention to detail. - Ability to operate both independently and collaboratively as required. - Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. Remote Work & Equipment Requirements (Bring Your Own Device - BYOD) This is a fully remote position. Employees are required to provide and maintain their own home office equipment that meets the organization’s technical, security, and connectivity requirements. The organization does not provide company-issued equipment for fully remote roles outside of New York State. Device Requirements Employees must have access to a modern personal computer that meets the following minimum standards: - PC or Mac desktop or laptop, manufactured within the last five (5) years - Supported operating system: - Windows-based devices must run the latest version of Windows - Apple devices must run the latest version of macOS - Ability to install and run required secure remote-access applications - Minimum system capability: - Processor: 3.0 GHz or faster - Memory: At least 8 GB RAM - Storage: Sufficient free disk space to support required applications - Display: Minimum screen resolution of 800 x 600 - Internet & Workspace Requirements Reliable high-speed internet connection with minimum speeds of: - 25 Mbps download - 10 Mbps upload - Stable connection suitable for voice and system-based work - Wired Ethernet connection preferred - Private, quiet workspace that supports confidential conversations and HIPAA compliance - Employees must acknowledge that they have an alternative means of working in the event of power or internet service outages to ensure continuity of job responsibilities. Security Requirements - Device must have up-to-date antivirus and security protections - Operating systems must be configured to receive automatic updates - Employees must comply with all company security, confidentiality, and access protocols, including multi-factor authentication - Employees are responsible for maintaining their personal equipment and resolving any device or connectivity issues that may impact job performance. IT support may provide guidance but does not maintain personal devices. Home Office Equipment Reimbursement After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses, including but not limited to: - Monitors - Office chairs - Desktop or laptop computers - Webcams or cameras - Battery backup or surge protection equipment Important notes: - This reimbursement is not provided upfront - Eligibility is subject to company policy, documentation, and approval - The reimbursement is non-recurring and does not constitute wages, salary, or ongoing compensation - Reimbursement availability may change based on business or policy needs Physical Requirements: Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to: - Sitting/Stationary positions – Duration of up to 6-8 hours a day for consecutive hours/periods of time. - Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills (ie. typing, use of equipment, etc.) - Sight/Visual Requirements – Must be able to read orders and type/write documentation, etc. with accuracy. - Audio Hearing and Motor Skills (language) Requirements – Must be able to listen attentively and document information from stakeholders and intake information through audio processing with accuracy. In addition, must be able to speak comfortably and clearly with language motor skills. - Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job. Disclaimer: Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company. We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Salary Range (Min-Max): $34,000.00 - $40,000.00

JOB PURPOSE: Shared Services Scheduling Specialist assists with scheduling in-house and external physician/specialist medical appointments for participants, coordinates necessary transportation, handles customer service issues, makes all arrangements for Aide Services/escorts and assists with other functions as needed. JOB RESPONSIBILITIES: - Schedule participants with their specialty appointments and medical appointments with their CBPCPs. - Make visit verification calls to confirm appointments and reschedule any cancellations. - Check the provider lookup, Liberty Dental website and the NVA list to schedule appointments with in-network providers, escalating any issues to management, and appropriate department. - Schedule SDR, post-fall, and HR/HI cases within 7 days of triggering. - Ensure that participants' charts reflect the most accurate information, such as cancelling appointments and updating service plans when necessary. - Ensure all authorizations and referrals are accurately faxed to the appropriate providers and facilities. - Communicate effectively with all participants to relay appointment information, and provide updates as needed. - Responsible for documenting all interactions and updates in a participants chart accurately and in a timely manner. - Processes requests for the release of health information. - Schedules provider follow-up appointments. - Documents all calls in internal systems. - Report any participant grievances reported by other DHC staff directly to the Grievances and Appeals department, as well as other disciplines involved. - Schedule CBPCP appointments. - Schedules all specialty consultations, including but not limited to psychiatry, podiatry, lab/home draws, and acupuncture. - Informs Participants via phone regarding all future appointments. - Identifies and partners with other departments to resolve complex participant inquiries. - Completes documentation regarding appointments in the organization's computer systems. - Responsible for the participant’s profile updates in all systems. - Performs consistently with the organization’s mission and philosophy. - Performs job responsibilities according to the organization’s policies. Seeks clarification when needed. - Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance. Meets productivity guidelines. - Maintains proper documentation (updated, timely, legible) related to patient care. - Maintains HIPAA standards and confidentiality of PHI. - Serves as a role model for peers and colleagues. - Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills. - Treats other employees respectfully and facilitates an environment of teamwork. - Communicate with participants in a caring, helpful, considerate, and culturally sensitive manner. - Demonstrates a thorough understanding of participants’ needs and wants and attempts to anticipate and meet participants’ needs. - Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction. - Ability to manage multiple tasks and priorities in a fast- paced environment and adapt to changing priorities throughout the day. Weekly Hours: 40 Days: Monday to Friday Hours: We have different schedules available between 8:00 AM to 8:00 PM ET. Location: Full time Remote Salary Range: $40,000.00 - $44,000.00 – English Only $45,000.00 - $50,000.00 – Bilingual (Preferred Languages Spanish, Russian, Chinese, Bengali, Korean) QUALIFICATIONS: Education: Associate degree preferred, or equivalent relevant call center years of experience preferred. Experience: One to two (1-2) years of experience in customer services, quality, and or auditing experience. Additional Requirements: - Able to pass a typing test with at least 45 WPM. - Bilingual Requirement: Spanish, Russian, Chinese, Bengali, Korean - 1 – 2 years experience in customer service, quality, and/or auditing experience. - Ability to manage multiple tasks and priorities in a fast- paced environment and adapt to changing priorities throughout the day. - Excellent written and verbal communication skills. - Ability to thrive in a fast-paced environment and meet assigned deadlines. - Excellent organizational skills, accuracy, and attention to detail. - Ability to operate both independently and collaboratively as required. - Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. Remote Work & Equipment Requirements (Bring Your Own Device - BYOD) - This is a fully remote position. Employees are required to provide and maintain their own home office equipment that meets the organization’s technical, security, and connectivity requirements. - The organization does not provide company-issued equipment for fully remote roles outside of New York State. - Device Requirements Employees must have access to a modern personal computer that meets the following minimum standards: - PC or Mac desktop or laptop, manufactured within the last five (5) years - Supported operating system: - Windows-based devices must run the latest version of Windows - Apple devices must run the latest version of macOS - Ability to install and run required secure remote-access applications - Minimum system capability: - Processor: 3.0 GHz or faster - Memory: At least 8 GB RAM - Storage: Sufficient free disk space to support required applications - Display: Minimum screen resolution of 800 x 600 Internet & Workspace Requirements Reliable high-speed internet connection with minimum speeds of: - 25 Mbps download - 10 Mbps upload - Stable connection suitable for voice and system-based work - Wired Ethernet connection preferred - Private, quiet workspace that supports confidential conversations and HIPAA compliance - Employees must acknowledge that they have an alternative means of working in the event of power or internet service outages to ensure continuity of job responsibilities. Security Requirements - Device must have up-to-date antivirus and security protections - Operating systems must be configured to receive automatic updates - Employees must comply with all company security, confidentiality, and access protocols, including multi-factor authentication - Employees are responsible for maintaining their personal equipment and resolving any device or connectivity issues that may impact job performance. IT support may provide guidance but does not maintain personal devices. Home Office Equipment Reimbursement After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses, including but not limited to: - Monitors - Office chairs - Desktop or laptop computers - Webcams or cameras - Battery backup or surge protection equipment Important notes: - This reimbursement is not provided upfront - Eligibility is subject to company policy, documentation, and approval - The reimbursement is non-recurring and does not constitute wages, salary, or ongoing compensation - Reimbursement availability may change based on business or policy needs Physical Requirements Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to: - Standing – Duration of up to 6 hours a day. - Sitting/Stationary Positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods. - Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc. - Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job. - Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas. - Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.) - Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy. - Audio Hearing and Motor Skills (Language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, they must be able to speak comfortably and clearly with language motor skills for customers to understand the individual. - Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job. Disclaimer: Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company. We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Salary Range (Min-Max): $45,000.00 - $50,000.00 – Bilingual (Preferred Languages: Russian, Chinese, Bengali, Korean) Centerlight Healthcare Systems is based in New York and currently hires employees in states where we are registered to do business. At this time we are able to consider candidates residing in the following states: - Alabama - California - Colorado - Connecticut - Florida - Georgia - Illinois - Indiana - Louisiana - Massachusetts - New Jersey - New York - North Carolina - Ohio - Oklahoma - Oregon - Pennsylvania - Puerto Rico - South Carolina - Texas - Utah - Virginia - Wisconsin

JOB PURPOSE: The Shared Services Data Quality Analyst will perform quality audits and reviews of all data submitted by the IDT teams in Care Compass. The role will also perform a variety of duties audits, inspections, and analysis of entries, and be responsible to make modifications, confirm, and/or update patient service support documentation. This will include frequent communication with participants and collaboration with various teams to effectively collect and process participant data. JOB RESPONSIBILITIES: - Maintain accurate records, timely appointments, and ensure proper documentation is collected and processed. - Complete Quality validation calls to participants, providers, and home care agencies to confirm that all services requested were received. - Capture and modify any data missing by the PACE staff who submitted the original request and communicate to all parties' key updates to ensure that deliverables are achieved for the participant. - Complete assessment and coordination notes into Care Compass EMR database related to participant home care services received, supplies delivered, nursing duty sheets, and other data management as necessary. - Coordinate and schedule appointments for PACE participants with internal and external providers, ensuring timely access to care. Communicate effectively with participants, caregivers, and providers to confirm, modify, or reschedule appointments as needed. - Maintain accurate records of all scheduled appointments in the system, ensuring compliance with regulatory and organizational timelines. Monitor upcoming appointments and follow up to ensure they occur as planned, addressing any barriers to attendance. - Manage and prepare confidential information, such as patient services and data summaries, quality assurance reports, root cause analysis, the financial impact of errors, etc. and use any/all sources of information (i.e. Staff documentation errors, missing information in Care Compass, validation calls, grievances, etc.). - Provides analysis reports of data information to management and prepares recommendations for review and/or changes to ensure higher quality standards of deliverables are met. - Inspects participant’s requests submitted by IDT and site-associated Care Delivery department to ensure deliverables are received, customer satisfaction, and data information is entered correctly and timely. - Post-inspection: conduct an evaluation and assessment of patterns, frequency, and summary of errors and/or gaps in goods, services, equipment, etc. Determine if errors are outliers or systemic issues and conduct root cause analysis. - Responsible for data entry and updating daily service-related information required for the service coordination team care planning for consistent and reliable delivery of all goods and services to participants. - Responsible for updating all Care Compass demographic updates including phone number, address, and interdisciplinary staff assignments. - Manages escalated issues, disputes, and replacement requests as assigned on the worklist. - Provides general administrative oversight support as needed. - Maintains departmental quality and productivity goals. - Adheres to all applicable compliance requirements and the Code of Conduct. Weekly Hours: 40 Days: Monday to Friday Hours: We have different schedules available between 8:00 AM to 8:00 PM, ET. Location: Full time Remote Salary Range: $40,000.00 - $44,000.00 – English Only $45,000.00 - $50,000.00 – Bilingual (Preferred Languages Bengali, Chinese, Spanish, Russian, Korean) QUALIFICATIONS: Education: Associate degree preferred, or equivalent relevant call center years of experience preferred. Experience: One to two (1-2) years of experience in customer service, quality, and/or auditing experience. Additional Requirements: Able to pass a typing test with at least 45 WPM. Bilingual Requirement: Spanish, Russian, Chinese, Bengali, Korean Employees acknowledge that they have an alternative means of working in the event of a power and/or internet service outage, ensuring they are able to fulfill their job responsibilities without interruption. Excellent written and verbal communication skills. Ability to thrive in a fast-paced environment and meet assigned deadlines. Excellent organizational skills, accuracy, and attention to detail. Ability to operate both independently and collaboratively as required. Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. Remote Work & Equipment Requirements (Bring Your Own Device - BYOD) This is a fully remote position. Employees are required to provide and maintain their own home office equipment that meets the organization’s technical, security, and connectivity requirements. The organization does not provide company-issued equipment for fully remote roles outside of New York State. Device Requirements Employees must have access to a modern personal computer that meets the following minimum standards: PC or Mac desktop or laptop, manufactured within the last five (5) years Supported operating system: Windows-based devices must run the latest version of Windows Apple devices must run the latest version of macOS Ability to install and run required secure remote-access applications Minimum system capability: Processor: 3.0 GHz or faster Memory: At least 8 GB RAM Storage: Sufficient free disk space to support required applications Display: Minimum screen resolution of 800 x 600 Internet & Workspace Requirements Reliable high-speed internet connection with minimum speeds of: 25 Mbps download 10 Mbps upload Stable connection suitable for voice and system-based work Wired Ethernet connection preferred Private, quiet workspace that supports confidential conversations and HIPAA compliance Employees must acknowledge that they have an alternative means of working in the event of power or internet service outages to ensure continuity of job responsibilities. Security Requirements Device must have up-to-date antivirus and security protections Operating systems must be configured to receive automatic updates Employees must comply with all company security, confidentiality, and access protocols, including multi-factor authentication Employees are responsible for maintaining their personal equipment and resolving any device or connectivity issues that may impact job performance. IT support may provide guidance but does not maintain personal devices. Home Office Equipment Reimbursement After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses, including but not limited to: Monitors Office chairs Desktop or laptop computers Webcams or cameras Battery backup or surge protection equipment Important notes: This reimbursement is not provided upfront Eligibility is subject to company policy, documentation, and approval The reimbursement is non-recurring and does not constitute wages, salary, or ongoing compensation Reimbursement availability may change based on business or policy needs Physical Requirements Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to: Standing – Duration of up to 6 hours a day. Sitting/Stationary Positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods. Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc. Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job. Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas. Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.) Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy. Audio Hearing and Motor Skills (Language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, they must be able to speak comfortably and clearly with language motor skills for customers to understand the individual. Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job. Disclaimer: Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company. We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Salary Range (Min-Max): $45,000.00 - $50,000.00 – Bilingual (Preferred Languages Bengali, Chinese, Russian, Korean) Centerlight Healthcare Systems is based in New York and currently hires employees in states where we are registered to do business. At this time we are able to consider candidates residing in the following states: - Alabama - California - Colorado - Connecticut - Florida - Georgia - Illinois - Indiana - Louisiana - Massachusetts - New Jersey - New York - North Carolina - Ohio - Oklahoma - Oregon - Pennsylvania - Puerto Rico - South Carolina - Texas - Utah - Virginia - Wisconsin