TITLE: Quality Assurance Specialist
FLSA Status: Full Time/ Non-exempt
Reports To: Clinical Director and Chief Operating Officer
Schedule: Monday-Friday, including Saturdays as needed
Location: San Diego county
Compensation: $22 – $26 per hour
Join Stars Therapy Services and start building a meaningful career!
Stars Therapy Services offers a supportive starting point where you can gain hands-on experience while making a real impact.
At Stars Therapy Services, we believe in developing our team just as much as we support the families we serve. You’ll be part of a collaborative environment focused on learning, growth and delivering high-quality, compassionate care.
Stars Therapy Services Benefits/ Perks:
- Competitive pay: $22 – $26/hour
- Tuition discounts available to all employees looking to further their education through National University
- Support your wellbeing including mental health, general medical, nutrition, dermatology with NextGen EAP and HealthiestYou
- Exclusive employee discounts on entertainment, travel and attractions
- Enjoy company sponsored events, themed days and workplace celebrations
Summary
Under the direction of the Clinical Coordinator and the Chief Operating Officer, the Quality Assurance Specialist supports the organization’s commitment to delivering high-quality, family-centered care and services. This role is responsible for internal and external participants within the company to develop and implement quality improvement practices. The Quality Assurance Specialist conducts quality assurance outreach calls with families, collecting and analyzing feedback data, monitoring service quality trends, and preparing reports for leadership teams. The Quality Assurance Specialist helps identify strengths, opportunities for improvement, and action steps that support excellent consumer experiences, clinical consistency, and organizational growth.
Duties and Abilities:
Family Quality Assurance Calls
- Conduct scheduled quality assurance calls with families to assess satisfaction, service quality, communication, and overall experience
- Build positive and professional relationships with families during outreach interactions
- Gather feedback regarding clinical services, staff professionalism, scheduling, responsiveness, and family support
- Identify concerns, barriers, or service gaps and communicate findings to appropriate departments
- Maintain accurate documentation of all outreach attempts and completed calls
Data Collection & Reporting
- Collect, organize, and maintain quality assurance data in tracking systems and databases
- Monitor trends related to consumer satisfaction, service delivery, retention, and family concerns
- Prepare monthly and quarterly quality assurance reports for executive leadership
- Assist leadership with identifying measurable goals and improvement initiatives
Quality Improvement Support
- Provide recommendations for process enhancements, staff development opportunities, and system improvements that support service excellence.
- Develop and distribute internal communications that support employee engagement, quality initiatives, organizational goals and company culture
- Track follow-up actions related to family concerns and ensure timely resolution
- Identify recurring issues and recommend process improvements to enhance family experience and operational efficiency
- Promote a culture of continuous improvement by educating staff on quality standards, best practices, and organizational expectations.
- Maintain tracking systems (KPI’s) and reports that help leadership monitor family feedback, service quality, and organizational improvement initiatives.
- Support implementation and monitoring of corrective action plans when needed
- Assist with development of quality assurance procedures, surveys, and feedback tools
Compliance & Professional Standards
- Maintain confidentiality and comply with HIPAA and organizational privacy standards
- Ensure documentation is completed accurately and within required timelines
- Maintain professionalism, objectivity, and compassion in all interactions
- Participate in team meetings, trainings, and ongoing professional development
Social Media & Marketing
- Create, develop, and manage content for social media platforms, marketing campaigns, newsletters, and other communication channels that promote the organization’s services, mission, and consumer success stories.
- Collect consumer testimonials, success stories, and satisfaction metrics that support community outreach and marketing initiatives
- Monitor consumer and community feedback across social media platforms, online reviews, and other communication channels to identify trends related to service quality and customer experience.
- Collaborate with marketing and leadership teams to ensure consumer satisfaction data and quality outcomes inform marketing strategies and brand messaging.
- Identify opportunities to improve the organization’s public perception, consumer engagement, and overall brand experience through quality-driven initiatives.
- Escalate concerns identified through social media, online reviews, or public feedback channels to appropriate leadership for timely resolution.
- Other duties as assigned by manager.
Physical Requirements:
- Ability to sit for extended periods of time
- Ability to use a computer and iPad for extended periods of time
- Ability to stand, bend, and lift up to 30 lbs.
Knowledge Skills and Abilities:
- Ability to multitask and work in a fast paced environment
- Ability to problem solve and address concerns professionally
- Handle and gather confidential information
- Maintains compliance with HIPAA and PHI laws
- Demonstrate high attention to detail
- Strong written and verbal communication skills
- Ability to create professional and engaging content for social media platforms
- Familiarity with social media platforms including Facebook, Instagram, LinkedIn, TikTok, etc.
- Basic graphic design and content creation experience preferred (Canva experience preferred)
- Bilingual in English/Spanish (Preferred)
Minimum Qualifications:
- Bachelor’s degree or equivalent education and experience in a related field (Preferred)
- One (1) year of data entry experience (Preferred)
- One (1) year of customer service experience
- Available to work on Saturdays based on operational needs
- Proficiency in Google Suite, Excel, MS Word, Adobe, and Canva
- Reliable Transportation
- Must be able to successfully complete a background check
- Must be able to submit verification of authorization to work in the U.S.A. upon hire
If you are passionate about making a difference and thrive in a customer-focused role, we encourage you to apply today!
OTHER REQUIREMENTS
- California driver’s license
- Proof of car insurance in employee’s name and current address
- Must be CPR Certified (Adult, child, infant, AED) & First Aid
- Must maintain professional liability insurance
NOTE: The duties listed above are intended only as illustrations of the various aspects of the position and the types of responsibilities that may be performed. The omission of specific statements does not exclude them from the position if work is similar, related or a logical assignment to the position and does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position. The position description does not constitute an employment agreement between employer and employee and is subject to change by the employer as the needs of the employer and requirements of the position change. Stars Therapy Services is an equal opportunity employer. All applicants will be considered for employment regardless of age, color, creed, race, religion, sex, sexual orientation, gender, gender identity and/or expression, genetic information, marital status, national origin, veteran or disability status or any other characteristic protected by federal, state or local law. In addition, Stars Therapy Services will provide reasonable accommodation for qualified individuals with disabilities. Our locations are drug-free. Background checks are required before employment begins.
