Overview
Knowledge Services is currently seeking a
Third-Party Review (TPR) Analyst
to serve as a key quality assurance partner within Knowledge Services, responsible for conducting independent case reviews and supporting continuous quality improvement for Eligibility staff. This role ensures adherence to State and Federal policy, promotes consistency in eligibility determinations, and mitigates program risk through structured review, coaching, and data-driven insights.
The TPR Analyst operates with a high degree of independence and confidentiality and is accountable to the Program Management team for delivering accurate, timely, and actionable quality reviews.
Responsibilities
Responsibilities:
Conduct comprehensive reviews of eligibility case processing using State-approved methodologies, tools, and scorecards
Complete daily scoring and documentation across administered programs
Ensure accuracy, consistency, and compliance with State and Federal eligibility policies
Provide individualized coaching to eligibility staff based on case review findings
Conduct scheduled phone coaching sessions to reinforce policy adherence and correct errors
Deliver live training sessions and presentations demonstrating proper case processing and task completion
Serve as support to eligibility staff, reinforcing ongoing skill development and performance improvement
Interpret and explain policy requirements in a clear, actionable manner during coaching engagements
Collaborate with the Program Management Team to address quality issues and recommend corrective actions
Partner with the TPR Team Lead on daily operations, priorities, and workflow coordination
Participate in cross-functional efforts to enhance operational effectiveness and consistency
Conduct interview observations as a silent participant to assess adherence to procedures and customer interaction standards
Provide structured feedback following observations to support performance improvement
Complete required reporting on review outcomes, trends, and performance metrics
Interpret and apply complex State and Federal policies when reviewing cases and coaching staff
Maintain up-to-date knowledge of policy changes and ensure alignment in review practices
Complete eligibility processing assignments as needed based on operational demand
Support special projects and initiatives aligned with program goals
Perform other duties as assigned
Qualifications
Qualifications:
3 or more years of Public Assistance (SNAP, TANF & Medicaid)
Excellent analytical, problem-solving, and critical thinking abilities
High level of attention to detail and commitment to accuracy
Knowledge of Federal and State of Indiana Social Services programs and systems (SNAP, TANF, and Medicaid, and IEDSS) required
Proficiency in Word, Excel, PowerPoint
Excellent written and verbal communication skills required
Previous coaching, training, or mentoring experience preferred
Team Player
Ability to research State and Federal Policy
Ability to interact with co-workers and management in a positive and cooperative manner.
Strong time management skills
Ability to maintain a high degree of confidentiality
Willing to assist with various office projects
Customer service oriented
Ability to work remote and independently
Ability to multi-task
Personal organization skills
Physical Requirements:
Job frequently requires sitting, handling objects with hands.
Job occasionally requires standing, walking, reaching, talking, hearing, and lifting up to 25 pounds.
Vision requirements: Ability to see information in print and/or electronically.
Knowledge Services strives to offer an environment that provides our employees with the right balance between work and family.
Knowledge Services is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Knowledge Services does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
To find out more about Knowledge Services, please visit our website at www.knowledgeservices.com
Knowledge Services is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application or hiring process, please contact [email protected].
INDWFM