Administrative and Quality Assurance Specialist

SUMMARY: The Administrative & Quality Assurance Specialist provides customer service, general office, and quality assurance support. This position requires the ability to work independently, coordinate multiple clerical and administrative support tasks, and display a high degree of confidentiality and sensitivity to the business and professional requirements of the Department. Assures agency and clinician compliance with contract requirements and assures the complete and accurate upkeep of clinical records. The position requires excellent organizational ability and strong interpersonal, oral, and written communication skills.


  • Facilitate intake calls or walk-in service requests; enter faxed or e-mailed service requests.
  • Assign referred clients to Intake Coordinator. Assist Intake with obtaining paperwork from CWS.
  • Create intake packets for clinicians. Upon return of packets:
  • Review for completion/signatures; follow-up with staff, as needed
  • Scan and attach all Intake Documentation
  • Admit clients in TIER
  • Verify Medi-Cal eligibility (State Med Screen) for Medi-Cal clients
  • Complete Share Care case opening (if Medi-Cal verified)
  • Enters program and financial information in TIER after verification by Intake Team
  • Processes transfers, including receiving and entering transfers to new staff
  • Meet weekly with Lompoc Intake Team regarding case assignments. Obtain weekly caseload availability from clinicians
  • Receives and adds additional program information to case records as needed
  • Prints consent forms and provides to clinicians
  • Attends trainings and conferences as needed or required by supervisor
  • Attends CALM agency staff meetings and weekly team meetings
  • Communicates financial information to Quality Insurance staff for verification and entry.
  • Processes transfers, including receiving and entering transfers to new staff.
  • Receives and adds additional program information to case records, as needed.
  • Acts as back up to the Receptionist as needed, including meal periods and lunch periods.
  • Prints consent forms and provides to clinician. Answers incoming phone calls, listens to and returns all voicemail messages, and greets/directs all visitors. Answers general questions about CALM services. Notifies staff of client arrivals.
  • Opens and distributes mail; manages outgoing mail; maintains employee mailboxes; assists with large mailings
  • Maintains office equipment, including copier and fax machines.
  • Orders, purchases and distributes needed office or program supplies, including supplies for all office equipment. Seeks the most cost effective suppliers and products.
  • Responsible for the professional appearance and upkeep of the physical office, including furnishings and other amenities in front office, storage room, kitchen, bathrooms, and individual offices.
  • Creates/updates inventory and check-out lists for needed program supplies.
  • Asks for and receives payments from clients
  • Opens the office in the mornings and closes/locks the office in the evenings.
  • Other duties as assigned that pertain to the position.


  • Communication skills – Speaks and writes clearly and informatively; listens to others; works to resolve conflicts and maintains confidentiality; able to effectively present information and respond to questions from staff, participants, partner agencies and the community.
  • Professionalism – Approaches others with tact; reacts well under pressure; treats others with respect and consideration; keeps commitments and accepts responsibility for own actions; works with integrity and upholds CALM values.
  • Initiative – Self-starter; requires minimal supervision; undertakes self-development activities; seeks increased responsibilities; is a solution seeker; takes independent actions; looks for and takes advantage of opportunities; asks for and offers help when needed.
  • Customer Service – Manages difficult situations; responds promptly to others’ needs; solicits feedback; promptly responds to requests for service and assistance.
  • Dependability – Can be relied on to meet schedules and deadlines; must be punctual, responds to management direction in a timely manner; takes responsibility for own actions; keeps commitments; displays a strong personal commitment to completing projects.
  • Planning & Organizing – Prioritizes and plans work activities; manages competing priorities; uses time efficiently; sets goals and objectives; develops realistic action plans and takes responsibility for implementing them.
  • Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

EDUCATION and/or EXPERIENCE: BA/BS degree in related field, or high school diploma with equivalent experience. At least 2 years’ administrative experience, as well as experience working in a health/counseling center, with Medi-Cal recordkeeping, preferred. Must have experience dealing with confidential information.


  • Excellent customer service skills, strong oral and written communication skills.
  • Able to interact with a variety of staff and visitors in an effective, courteous, and professional manner. Positive attitude.
  • Able to work independently, and be a strong team player.
  • Utilize effective time management skills and complete tasks in a timely manner.
  • Extremely organized and detail-oriented.
  • Strong computer knowledge, using PC, Microsoft Word and Excel, and Outlook.
  • Bilingual (Spanish) required.
  • Able to get along well with others and work collaboratively in a positive manner.
  • Must have criminal record clearance from the DOJ.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to:

  • Stand, walk; sit; reach with hands and arms; balance, stoop, kneel, crouch or crawl.
  • Drive from one location to another
  • Lift and /or move up to 25 lbs.

While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate.


This is a full time position. A 40 hour work week schedule will be established on consultation with the supervisor, evening and weekend hours may apply. The normal work week is Monday – Friday. Normal hours of work will be established between the hours of 8:00am and 6:00pm and may be flexible depending on client needs.


Salary is DOE. Benefits include medical, dental, vision, life insurance, paid holidays, paid vacation and sick leave, and a 403(b) matching program.


CALM provides equal opportunity for all qualified applicants and does not discriminate on the basis of race, color, national origin, religion, sex, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, age, veteran status, or any other protected classification.

Interested and qualified applicants should submit a cover letter and resume to Please put the title of the position in the subject line of the email.

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Equal Employment Opportunity

CALM is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available persons in every job. CALM policy prohibits unlawful discrimination based on race, color, creed, gender (including pregnancy, childbirth, and related medical conditions), religion, marital status, age, national origin or ancestry, physical or mental disability (including pregnancy, childbirth, and related medical conditions), legally-protected medical condition (cancer-related), sexual orientation, or any other consideration made unlawful by federal, state or local laws. All such discrimination is unlawful.CALM is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of CALM and prohibits unlawful discrimination by any employee of CALM, including supervisors and co-workers.To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, CALM will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship would result.Any applicant or employee who requires an accommodation in order to perform the essential functions of the job should discuss their needs with their supervisor and request such an accommodation. The individual with the disability should specify what accommodation he or she needs to perform the job. CALM then will conduct an investigation to identify the barriers that make it difficult for the applicant or employee to have an equal opportunity to perform his or her job. CALM will identify possible accommodations, if any, that will help eliminate the limitation. If CALM determines that an accommodation is reasonable and will not impose an undue hardship, CALM will make an accommodation.If you believe you have been subjected to any form of unlawful discrimination, provide a written complaint to your supervisor or the Executive Director. Your complaint should be specific and should include the names of the individuals involved and the names of any witnesses. CALM will promptly undertake a thorough and objective investigation and attempt to resolve the situation. If CALM determines that unlawful discrimination has occurred, effective remedial action will be taken commensurate with the severity of the offense. Appropriate action also will be taken to deter any future discrimination.CALM will not retaliate against you for filing a complaint, participating in an investigation, or supporting a complaint of unlawful discrimination, and will not knowingly permit such retaliation by management employees or your co-workers. If you believe you have been subjected to such retaliation, report it immediately to your supervisor or the Executive Director.
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