Position Title: Quality Assurance & Resolution Manager
Reports To: Executive Director
Location: St. Paul, MN Employment Type: Full-Time
Position Summary
The Quality Assurance & Resolution Manager serves as the first point of contact for resolving concerns raised by clients and caregivers within the agency’s 245D service lines. This role ensures timely, respectful, and compliant handling of interpersonal, procedural, and service-related disputes. Acting as a neutral party, the manager identifies root causes, supports coaching, and recommends system improvements to reduce recurring issues and uphold service excellence.
This position is designed to prevent last-minute escalations and ensure that no concern goes unaddressed. It’s not about blame—it’s about clarity, consistency, and care.
Key Responsibilities
Client & Caregiver Support
- Receive and triage concerns from clients, families, and caregivers regarding service quality, communication, or interpersonal dynamics.
- Facilitate resolution meetings and follow-up communication to ensure concerns are addressed respectfully and in alignment with agency values.
- Document all disputes and resolutions in accordance with 245D complaint handling standards and HIPAA.
Operational Oversight
- Monitor trends in disputes and recommend system improvements to reduce recurring issues.
- Support timekeeping, scheduling, and documentation reviews when disputes involve procedural errors or misunderstandings.
- Collaborate with Coordinators to ensure coaching and progressive discipline are applied consistently and fairly.
Communication & Collaboration
- Serve as liaison between caregivers and Coordinators to clarify expectations and resolve misunderstandings.
- Provide coaching and mediation support to caregivers navigating interpersonal challenges with clients or team members.
- Escalate high-risk or unresolved concerns to the Executive Director with a proposed resolution plan.
Compliance & Documentation
- Maintain a dispute resolution log and ensure all actions are documented in personnel or client files as appropriate.
- Ensure all practices align with MN Statutes Chapter 245D, including complaint resolution timelines and documentation standards.
- Assist with survey preparation by demonstrating the agency’s structured approach to dispute resolution and internal review.
Qualifications
- Bachelor’s degree in Social Work, Human Services, or related field (or equivalent experience per 245D standards)
- 2+ years experience in conflict resolution, case management, or supervisory roles
- Strong interpersonal and written communication skills
- Familiarity with MN 245D regulations, HIPAA, and person-centered documentation
- Ability to remain neutral, empathetic, and solution-focused in high-pressure situations
Preferred Skills
- Mediation or conflict resolution certification
- Experience in home and community-based services or behavioral health
- Proficiency in documentation systems and workflow coordination
Job Types: Full-time, Part-time
Pay: $27.00 - $29.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Work Location: In person
