EAP Compliance and Quality Program Coordinator

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team! 2025: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: Excellence in Customer Service Awards: Organization of the Year (Small) Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®) About Health Advocate Health Advocate is a trusted healthcare advocacy and assistance company dedicated to helping people navigate the healthcare system and improve their overall well-being. Every day, our teams support members through complex healthcare, mental health, and work-life challenges while delivering exceptional service and measurable outcomes. We are seeking a Compliance & Quality Program Coordinator to support regulatory compliance, grievance administration, quality improvement initiatives, and accreditation activities within our Employee Assistance Program (EAP). This role is ideal for a detail-oriented professional who enjoys solving complex problems, managing regulatory processes, and partnering across teams to improve quality and compliance outcomes. What You'll Do As the Compliance & Quality Program Coordinator, you will play a key role in maintaining regulatory compliance, supporting audit readiness, overseeing grievance processes, and coordinating quality improvement activities. You'll work closely with clinical leadership, operations, legal counsel, and other stakeholders to identify risks, ensure regulatory adherence, and drive continuous improvement. Key Responsibilities Regulatory Compliance & Audit Readiness Coordinate regulatory reporting, documentation, filing requirements, and compliance calendars associated with the Knox-Keene license. Monitor regulatory and legislative updates and communicate impacts to leadership and key stakeholders. Support audit readiness efforts, including documentation collection, evidence preparation, and regulatory follow-up activities. Maintain accurate records of filings, inquiries, corrective actions, and regulatory commitments. Identify potential compliance risks and recommend appropriate actions or escalations. Grievance Administration & Resolution Monitor grievances from intake through closure, ensuring accurate tracking, documentation, investigation, and timely resolution. Conduct investigations and manage non-clinical grievance communications. Collaborate with clinical leadership on grievances requiring clinical review. Prepare compliant grievance correspondence and maintain complete case documentation. Analyze grievance trends and recommend process improvements, training opportunities, and corrective actions. Compliance & Quality Program Coordination Coordinate day-to-day activities supporting compliance, grievance, and quality programs. Maintain workplans, dashboards, tracking tools, action-item logs, and regulatory calendars. Monitor deadlines, dependencies, and potential risks while escalating concerns as needed. Prepare materials and documentation for compliance and quality meetings. Provide leadership with updates regarding compliance activities, grievance trends, and quality initiatives. Cross-Functional Collaboration & Training Serve as a liaison among clinical leadership, operational teams, legal counsel, Provider Relations, and other stakeholders. Partner with teams to improve reporting processes, documentation standards, and workflow efficiency. Assist with training and education related to compliance, audit, grievance, and reporting requirements. Support accreditation and compliance initiatives across multiple business areas as needed. Quality Improvement Analyze compliance, grievance, and service-related data to identify trends and opportunities for improvement. Support root cause analysis activities and track corrective and preventive actions through completion. Monitor improvement initiatives and communicate progress, outcomes, and risks to leadership. Contribute to ongoing efforts that improve member experience, service quality, and regulatory readiness. What We're Looking For Required Qualifications Bachelor's degree or equivalent combination of education and experience. 3+ years of experience in healthcare compliance, regulated healthcare operations, grievance administration, quality improvement, accreditation support, licensing, or a related field. Experience coordinating investigations, grievances, audit readiness activities, or corrective action processes. Strong organizational and project management skills with the ability to manage multiple priorities and deadlines. Excellent written and verbal communication skills. Proficiency with business technology and reporting tools such as Excel, Salesforce, case management systems, or similar platforms. Ability to exercise sound judgment, maintain confidentiality, and work independently. Preferred Qualifications Familiarity with the Knox-Keene Health Care Service Plan Act, DMHC requirements, CMS programs, Medicare, Medicaid managed care, or similar regulatory frameworks. Experience supporting regulatory filings, accreditation reviews, audits, or ongoing compliance readiness efforts. Experience investigating or managing healthcare grievances, service complaints, or quality concerns. Knowledge of quality improvement methodologies, root cause analysis, and corrective action planning. Experience improving operational processes to enhance compliance, efficiency, and consistency. Success in This Role The ideal candidate demonstrates: Strong attention to detail Critical thinking and analytical skills Excellent project and time management Ability to influence and collaborate across teams Effective written and verbal communication Adaptability in a fast-paced, highly regulated environment Physical Requirements: This position is primarily sedentary, requiring prolonged sitting while performing administrative tasks. The role involves extensive use of a computer for typing, mouse navigation, and reading information on a screen for extended periods. Frequent phone use is required for communication with team members, clients, or external parties. Essential physical functions include fingering, grasping, pulling hand-over-hand, and repetitive motions necessary for navigating software, entering data, and interacting with electronic documents. Mental and Cognitive Requirements: The role requires strong concentration, attention to detail, and the ability to complete tasks accurately. Critical thinking and problem-solving skills are essential to address issues that may arise in day-to-day duties. Effective verbal and written communication skills are needed for responding to inquiries and collaborating with others. Work Environment: This position is fully remote and requires a home office environment with appropriate lighting, a computer, and phone access. The workspace should be free from distractions to ensure effective focus and productivity during work hours. Company Overview Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need. Learn more Health Advocate Facebook Video Awards: 2025: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: Excellence in Customer Service Awards: Organization of the Year (Small) Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) 2023: National Customer Service Association All-Stars Award: Service Organization of the Year. Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2022: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Excellence in Customer Service Awards: Organization of the Year (Small) Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) 2021: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) 2020: National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up Communicator Award of Distinction: October 2019 Broker News MarCom Awards: Gold, COVID Staycation Ideas brochure MarCom Awards: Platinum, 2021 Well-being Calendar Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver) VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans. PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)