D Financial Quality Assurance

Policy

The Financial Quality Assurance (QA) Unit has experienced Benefits and Eligibility Specialists (BESs) who monitor and evaluate the financial eligibility process. The goal of the unit is to provide feedback on the accuracy and consistency of financial eligibility statewide.

Financial QA staff review completed applications. The review includes:

·        Health-e-Arizona plus (HEAplus) data entry;

·        Case notes;

·        Data returned by the HUBS;

·        DocuWare; and

·        Any other proof in the case file

Findings from the reviews are collected and used to identify trends that show a need for training, manual revisions, or changes to the new hire orientation process. Benefits and Eligibility Specialists are responsible for monitoring and improving the quality of the work they complete. Supervisors support quality improvement by:

·        Reviewing completed applications for accuracy and completeness;

·        Observing financial interviews;

·        Providing technical assistance;

·        Coaching; and

·        Identifying training opportunities on an ongoing basis.

Proof

Proof consists of documentation of quality control activities that are maintained by the Quality Assurance Unit and eligibility office supervisors.

Legal Authority