Eligibility Associate 2 - Determinations
Staffing Solutions Organization LLC (SSO) , an affiliate of Public Consulting Group LLC (PCG), is focused on delighting clients with world-class managed staffing and talent consulting services. SSO is committed to a diverse workforce, which is a reflection of our clients and the people they serve.
Eligibility Associate 2 - Determinations (QA Specialist) - Alaska Medicaid Eligibility Location: Remote Pay Rate: $28.00 per hour
The Eligibility Associate 2 (QA Specialist) role supports the delivery of quality assurance, training reinforcement, and performance support for contracted Eligibility Associates across all scopes of work, including eligibility operations and call center customer service. This position conducts routine quality reviews, documents findings, and identifies common trends or areas for improvement. The QA Specialist works closely with QA Leads and supervisors to reinforce program expectations, support staff development, and promote consistency in the application of policies and procedures. This role exercises sound judgment within established guidelines and reports to the Quality Assurance Manager, working under the direction of QA Leads. The QA Specialist contributes to quality monitoring efforts, supports reporting activities, and assists in identifying training needs and operational improvements.
Knowledge, Skills, and Certifications To qualify for this position, the candidate must have training, education, or experience in administrative support work and large scale operations that demonstrates:
- Efficiency and accuracy in eligibility support tasks and operations
- Competency in applying knowledge of quality assurance principles and training practices to support staff performing work involving social services with eligibility or compliance components
- Ability to follow established procedures and exercise judgment in selecting appropriate processes, interpreting information, and applying guidance
Knowledge, Skills, and Abilities
- Works with staff to reinforce performance expectations and adherence to company quality objectives
- Supports on-the-job training efforts by reinforcing key concepts and assisting with training materials and resources
- Translates policies, procedures, and systems into clear, user-friendly guidance for staff
- Applies established quality control procedures consistently and accurately
- Partners with QA Leads and supervisors to identify training needs and recurring error trends
- Assists in gathering feedback from staff, surveys, and QA findings to support continuous improvement efforts
- Participates in learning and development activities to enhance understanding of program requirements and QA practices
Duties and Deliverables
The duties of this position include:
- Conduct routine quality reviews of eligibility and customer service work using established tools and guidelines
- Document quality findings accurately and in a timely manner in applicable tracking systems
- Identify common errors or trends and escalate observations to QA Leads and supervisors for further review
- Support the delivery of training by reinforcing concepts, answering staff questions, and sharing approved materials and job aids
- Assist in updating and maintaining training materials, job aids, and reference resources to reflect current policies and procedures
- Apply policies, procedures, and program guidance when reviewing cases and responding to staff inquiries
- Reinforce adherence to quality assurance processes and escalate inconsistencies or concerns appropriately
- Collaborate with QA Leads and supervisors to support staff coaching and development efforts
- Communicate updates, reminders, and clarifications related to processes and expectations, as directed
- Participate in calibration sessions, team meetings, and training activities to ensure consistency in quality review practices
- Maintain regular communication with QA Leads, supervisors, and project leadership to ensur