Quality Assurance Specialist (11822)

Baltimore Crisis Response, Inc.; Baltimore (MD); Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health benefits

Dental & Vision

403(b) plan

Paid leave

Life insurance

Long-term disability

Professional development

Growth opportunities

Community impact

Job summary

CarePoint Response, Inc. in Baltimore is seeking a detail-oriented Quality Assurance Specialist to support quality, compliance, and continuous improvement across our 988 Suicide & Crisis Lifeline and related crisis response services.

You will monitor service quality, conduct audits, analyze performance data, and identify opportunities to strengthen operations. You'll work with leadership to ensure services meet regulatory requirements and recognized standards.

Qualifications

• Bachelor’s degree in a related field is required.
• 2–4 years in quality assurance or related behavioral health role.
• Experience with 988, call centers, or crisis systems preferred.
• Familiarity with HIPAA, CARF, Joint Commission, or AAS standards preferred.
• Strong analytical and documentation skills.

Responsibilities

• Conduct regular audits, including call reviews, chart reviews, and documentation assessments.
• Monitor compliance with HIPAA, 988 requirements, and accreditation standards.
• Develop and maintain quality assurance processes and SOPs.
• Identify compliance concerns and recommend improvements.
• Collect and analyze quality data across crisis programs.
• Prepare leadership-ready reports and summaries.

Skills

Analytical skills

QA knowledge

Data interpretation

Documentation skills

Written & verbal communication

Constructive feedback

Multitasking

Professionalism

Trauma-informed service

Education

Bachelor’s degree in Human Services, Public Health, Healthcare Administration, or related field

Job description

Travel: Up to 10%

Strengthen Quality. Improve Performance. Make an Impact.

About Us

Baltimore, Maryland | Hybrid/Remote
$50,000–$60,000 Salaried
Full-Time | Monday–Friday | Day Shift
Travel: Up to 10%

CarePoint 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 Opportunity

CarePoint 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 Do

Quality Assurance & Compliance

• Conduct 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 Analysis

• Collect, 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 Improvement

• Recommend 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 Support

• Partner 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 Readiness

• Work 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.

Qualifications

What We’re Looking For

Education

• Bachelor’s degree in Human Services, Public Health, Healthcare Administration, or a related field required.

Experience

• 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 working with regulatory or accreditation standards such as HIPAA, CARF, Joint Commission, or AAS preferred.

Skills & Competencies

• Strong 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.

This 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 Leave
• Life Insurance & Long-Term Disability
• Professional Development & Growth Opportunities
• Mission-Driven Work With Measurable Community 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.

CarePoint Response, Inc. is an Equal Opportunity Employer.