• Top-level quality checks: You will perform remote reviews and final approvals of acceptance protocols for heat pumps to ensure our high technical and safety standards. • Data-driven insights: You collect and structure relevant data from installations and acceptance tests to obtain a clear picture of our performance. • Error analyst & detective: You identify the most common sources of errors, understand their root causes, and document your findings precisely. • Knowledge transfer & learning champion: From the documented errors you develop clear learning materials and training content so our field teams improve every day. • Continuous improvement: You use your insights to actively improve processes, optimize workflows, and increase the efficiency of our installations. • Interface specialist: You work closely with planning, installation, and maintenance teams to sustainably raise overall quality to a new level.

• You conduct remote reviews and give final approval of acceptance reports for PV systems to ensure our high technical and safety standards. • You collect and structure relevant data from installations and acceptance checks to gain a clear picture of our performance. • You identify the most common sources of errors, analyze their root causes, and document your findings precisely. • Based on the documented errors, you develop clear learning content and training materials so our field teams improve every day. • You use your insights to actively improve processes, optimize workflows, and increase the efficiency of our installations. • You work closely with planning, installation, and maintenance teams to sustainably elevate overall quality.

• Serve as the first point of contact for customers via email, chat, or phone. • Handled incoming customer calls and worked on support tickets to resolve queries and ensure timely issue resolution. • Deliver prompt, accurate, and courteous responses to customer inquiries and issues. • Investigate and resolve customer complaints by collaborating with internal teams and utilizing SQL to extract or verify data. • Maintain thorough documentation of customer interactions, queries, and resolutions. Monitor and track common issues to help identify trends and escalate systemic problems. • Contribute to improving support documentation, FAQs, and internal knowledge bases. • Support service-level agreements (SLAs) and meet quality and responsiveness KPIs.

Role Description Delivering quality care starts with ensuring our processes and documentation standards are being met and kept at the highest level possible. This means working behind the scenes ensuring a member-centric approach to care. As a Senior Quality Analyst, you will: - Monitor and support health plan quality improvement initiatives with emphasis on compliance with state and federal regulatory and accreditation requirements. - Review medical records and interface with clinicians to ensure treatment is within community standards of care. - Identify areas where care can be improved and guide the development of comprehensive care plans. We're looking for a self-motivated licensed behavioral healthcare professional with Quality Improvement (QI), accreditation and/or data analysis experience. In this position, you would: - Analyze essential data and develop and implement QI initiatives. - Focus on improving the health of our members, enhancing operational effectiveness, and reinforcing brand reputation for high-quality health plans. You’ll enjoy the flexibility to work remotely from California. Primary Responsibilities: - Support behavioral health quality improvement activities, performance improvement projects, and annual program deliverables for California health plan customers. - Collect, analyze, and interpret clinical and operational data to identify trends, risks, and opportunities for improvement in quality performance and member experience. - Prepare reports, summaries, dashboards, and presentation materials for internal leadership, committees, and external customers. - Partner with health plan customers and internal stakeholders to monitor quality metrics, support corrective actions, and advance behavioral health quality initiatives. - Support compliance with California and national quality requirements, including applicable state and federal regulations and accreditation standards such as DMHC, NCQA, HEDIS, and URAC. - Conduct quality of care reviews and investigations related to enrollee grievances, identified quality concerns, and sentinel events, documenting findings in accordance with established processes. - Assist in preparing audit-ready documentation and evidence for quality management reviews, audits, and accreditation activities. - Support quality management committees and workgroups through agenda development, meeting materials, follow-up tracking, and documentation of key actions. - Review clinical documentation and collaborate with licensed clinicians and operations partners to promote compliance with documentation standards and community standards of care. - Contribute to behavioral health HEDIS and related performance improvement efforts by helping design, implement, and monitor interventions in partnership with customers and cross-functional teams. Qualifications - Current, unrestricted California behavioral health license (e.g., LMFT, LCSW, LPCC, Psychologist, or other independently licensed behavioral health clinician, as applicable). - Current California residency. - 3+ years of professional experience in behavioral health, clinical quality, quality management, utilization management, case management, or a related healthcare function. - 1+ years of experience in a managed care, health plan, delegated entity, or behavioral health quality environment. - Experience using Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint, with the ability to create, edit, and present reports and documents. - Access to reliable high-speed internet and a home workspace suitable for remote work. Requirements - Experience collecting, analyzing, and presenting clinical or quality performance data. - Experience supporting performance improvement projects or using data to inform intervention strategies and operational improvements. - Experience preparing audit materials, annual evaluations, committee documentation, or accreditation evidence. - Working knowledge of California behavioral health regulatory and accreditation requirements, including DMHC, NCQA, HEDIS, and URAC standards. - Proven solid written and verbal communication skills, including experience presenting findings and recommendations to customers or leadership. - Demonstrated ability to manage multiple priorities independently in a highly collaborative environment. Benefits - Comprehensive benefits package. - Incentive and recognition programs. - Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). - Salary range from $72,800 - $130,000 annually based on full-time employment. Application Deadline This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.