Quality Assurance Benefits Advisor

Job Title

Duties

Develop and execute strategic and immediate customer service plans; relay agency policies, mandates, and procedural guidance to regional management and develop/deliver training for regional benefits advisors and managers.

Develop, maintain, and revise guidelines and reference materials used by participant assistance staff.

Evaluate assigned offices' technical assistance, outreach, and customer service programs by conducting comprehensive reviews for policy compliance, performing random case accuracy checks, completing regular quality reviews, and providing written reports with recommendations.

Serve as liaison among assigned national and regional offices and OEA components; coordinate planning and problem resolution with senior staff; and help resolve complex issues involving offices, congressional offices, plan representatives, and plan participants.

Participate in special projects to analyze customer assistance, advocacy, and education policies; identify program deficiencies and emerging concerns; review relevant regulations, interpretations, enforcement outcomes, and research; and draft/review analytical reports for action recommendations.