Quality Assurance Specialist

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

Baltimore, Maryland | Hybrid/Remote $50,000–$60,000 Salaried Full-Time | Monday–Friday | Day Shift Travel: Up to 10%Strengthen Quality. Improve Performance. Make an Impact.About UsCarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore’s comprehensive crisis response system. Since 1992, we have provided timely, community-based care for individuals and families experiencing mental health and substance use challenges.Our mission is to deliver effective behavioral health crisis services and treatment in the least restrictive environment—meeting people where they are, when they need it most.The OpportunityCarePoint Response is seeking a detail-oriented and analytical Quality Assurance Specialist to support quality, compliance, and continuous improvement across our 988 Suicide & Crisis Lifeline and related crisis response services.In this role, you will monitor service quality, conduct audits and call reviews, analyze performance data, and identify opportunities to strengthen operations. You'll work closely with leadership and frontline teams to ensure services meet organizational expectations, regulatory requirements, and recognized quality standards.This is an excellent opportunity for someone who enjoys turning data and observations into meaningful improvements while supporting a mission-driven behavioral health organization.What You’ll DoQuality Assurance & ComplianceConduct regular audits, including call reviews, chart reviews, and documentation assessments.Monitor operations for compliance with organizational policies, 988 requirements, HIPAA, and applicable accreditation standards.Develop, implement, and maintain quality assurance processes and procedures.Identify compliance concerns and recommend appropriate corrective or improvement strategies.Data & Performance AnalysisCollect, analyze, and track quality and performance data across crisis service programs.Identify trends, performance gaps, and opportunities for improvement.Maintain accurate records of audits, reviews, and quality metrics.Prepare reports and summaries that help leadership make informed decisions.Continuous Quality ImprovementRecommend process improvements that strengthen service quality, efficiency, and compliance.Support continuous quality improvement initiatives across programs.Assist with the development and revision of standard operating procedures (SOPs) and quality-related documentation.Help translate audit findings and performance data into practical improvement strategies.Training & Staff SupportPartner with managers and training staff to identify opportunities for employee development.Provide guidance to staff regarding quality standards, documentation practices, and compliance expectations.Support onboarding and ongoing training related to quality assurance practices.Collaboration & Audit ReadinessWork collaboratively with call center leadership, training teams, and crisis system staff.Support organizational readiness for audits, site visits, accreditation reviews, and other compliance activities.Participate in quality, compliance, and performance improvement meetings.What We’re Looking ForEducationBachelor’s degree in Human Services, Public Health, Healthcare Administration, or a related field required.Experience2–4 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 working with regulatory or accreditation standards such as HIPAA, CARF, Joint Commission, or AAS preferred.Skills & CompetenciesStrong analytical skills and attention to detail.Knowledge of quality assurance and compliance practices.Ability to interpret performance data and identify meaningful trends.Excellent organizational and documentation skills.Strong written and verbal communication abilities.Ability to provide constructive feedback while maintaining collaborative relationships.Ability to manage multiple priorities in a fast-paced environment.High degree of professionalism, discretion, and confidentiality.Commitment to trauma-informed, person-centered service delivery.Work EnvironmentThis position may operate in a hybrid or remote work environment, with occasional on-site presence as needed. Employees working remotely must maintain a private, secure workspace with reliable internet connectivity and comply with all HIPAA and confidentiality requirements.Why Join CarePoint Response? Comprehensive Benefits: Our benefits package includes 100% employer-paid healthcare premiums for most available medical plans, providing substantial savings and comprehensive coverage for employees. Dental & Vision Insurance 403(b) Retirement Plan Vacation, Sick, Personal & Holiday Leave️ Life Insurance & Long-Term Disability Professional Development & Growth Opportunities Mission-Driven Work With Measurable Community ImpactTurn Quality Into Impact.Quality assurance is about more than finding errors—it's about identifying opportunities to make services stronger. As a Quality Assurance Specialist at CarePoint Response, you'll help ensure that people experiencing behavioral health crises receive consistent, responsive, and high-quality support when they need it most. Apply today and help us strengthen the quality of crisis care throughout Baltimore.CarePoint Response, Inc. is an Equal Opportunity Employer.