Quality Assurance Analyst: Crisis & Behavioral Health

CarePoint Response; Baltimore (MD); Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

100% employer-paid health premiums

Dental & Vision Insurance

403(b) Retirement Plan

Paid time off: vacation, sick, holiday

Job summary

CarePoint Response is seeking a detail-oriented Quality Assurance Specialist to strengthen regulatory compliance and drive improvements across our 988 Suicide & Crisis Lifeline programs. This role analyzes performance data, conducts audits, and develops procedures to ensure HIPAA and accreditation standards are met.

You will collaborate with leadership and frontline teams, translate findings into actionable improvements, and support staff training to sustain high-quality crisis services.

Qualifications

• Bachelor’s degree in Human Services, Public Health, Healthcare Administration, or related field required.
• 2–4 years of experience in quality assurance, compliance, behavioral health, crisis services, or a related environment.
• Experience with 988, call center operations, or crisis response systems preferred.
• Experience with regulatory or accreditation standards such as HIPAA, CARF, Joint Commission, or AAS preferred.

Responsibilities

• Conduct regular audits, including call reviews, chart reviews, and documentation assessments.
• Monitor operations for compliance with organizational policies, 988 requirements, HIPAA, and accreditation standards.
• Develop, implement, and maintain quality assurance processes and procedures; identify compliance concerns and recommend corrective actions.
• Collect, analyze, and track quality and performance data; identify trends and opportunities for improvement; maintain audit records and prepare leadership reports.
• Drive continuous quality improvement across programs; assist with SOPs and quality-related documentation.
• Partner with managers and training staff to identify opportunities for employee development; support onboarding and training on QA practices.
• Collaborate with call center leadership and crisis system staff to support audit readiness and accreditation reviews.

Skills

Analytical thinking

Attention to detail

Quality assurance

Compliance practices

Data interpretation

Documentation

Communication

Multitasking

Trauma-informed care

Education

Bachelor's degree in related field

Job description

CarePoint Response is seeking a detail-oriented Quality Assurance Specialist to strengthen regulatory compliance and drive improvements across our 988 Suicide & Crisis Lifeline programs. This role analyzes performance data, conducts audits, and develops procedures to ensure HIPAA and accreditation standards are met.

You will collaborate with leadership and frontline teams, translate findings into actionable improvements, and support staff training to sustain high-quality crisis services.