Program Associate

About Us

Homebridge believes that quality care comes from skilled and supported caregivers. As the State’s largest IHSS agency provider, Homebridge operates multiple programs that benefit caregivers and their clients. In San Francisco, Homebridge provides nearly 1/2 million hours of in-home care to more than 1,000 complexly diagnosed IHSS Medi-Cal beneficiaries each year, with a staff of more than 400 caregivers.

Position Summary

The Program Associate is a member of the Technology team, reports to the Senior Manager of Business Applications, and works closely alongside the Senior Program Analysts. The Program Associate is the day-to-day owner of client and service data accuracy across Homebridge systems — performing high-volume data entry, maintaining and cleaning database records, checking entries for discrepancies, and processing SOC 3075 forms. The Program Associate also gathers and prepares data that the Senior Program Analysts and manager use for compliance and partner reporting. This is a hands-on, detail-driven role well suited to someone who takes pride in getting records exactly right.

Essential Job Functions

• Participates as an active member of the team, responding to requests and executing procedures with diligence and urgency
• Ensures high quality documentation of home care by supporting members of the Community Care team
• Consistently follows established procedures and flags gaps or inefficiencies to a Senior Program Analyst or the manager
• Partners with the Senior Program Analysts on shared workflows, absorbing overflow volume and covering core data functions during absences

Data Entry and Data Management

• Performs accurate, high-volume data entry into VinCent and other Homebridge systems, meeting established accuracy and turnaround standards
• Sets up new clients in the system and keeps profiles, referrals, authorizations, and status changes current
• Checks records entered by other users for completeness, accuracy, and consistency; identifies and resolves discrepancies before they affect billing, payroll, or compliance reporting
• Reconciles data across systems and source documents, researching mismatches and escalating those that cannot be resolved independently
• Performs routine spot checks of user-entered data; documents findings and follows up with the responsible team until corrections are confirmed
• Performs ongoing record cleanup including de-duplication, standardization, and retroactive corrections
• Maintains organized digital filing of source documents so records are easy to retrieve and audit
• Maintains job aids and step-by-step procedures for correct data entry and helps orient staff to new or changed processes
• Escalates systemic data quality issues to a Senior Program Analyst and the Senior Manager of Business Applications

SOC 3075 Forms Processing (Zendesk)

• Monitors the Zendesk queue for incoming SOC 3075 requests; processes referrals the same business day and all other forms within 24 hours of receipt
• Verifies each form for completeness, required signatures and dates, correct client and provider identifiers, and consistency with authorized hours
• Enters SOC 3075 data into VinCent and cross-checks against the client record to confirm the form and the system match
• Tracks each form in Zendesk from receipt through completion, marking tickets complete only after processing is verified
• Follows up on incomplete or rejected submissions and escalates what cannot be resolved independently
• Maintains organized, confidential SOC 3075 records in accordance with HIPAA and Homebridge retention requirements

Client Records Management

• Maintains client records including adding and managing referrals, accurately reporting client information, and updating profile and status when changes occur
• Updates the new referral tracker as referrals are received and move through intake, keeping it current and accurate
• Monitors referrals against expected timeframes and flags initial assessments that have not been completed in a timely manner so the responsible team can follow up
• Uses VinCent to compile current and correct client data
• Tracks requests for heavy cleaning and provides necessary invoices to the IHSS team for fast and efficient billing
• Assists with tracking and following up with clients who are on hold for more than 30 days to confirm their long-term status
• Notifies necessary teams when there are changes to clients’ status or eligibility

Reporting Support

• Pulls and organizes the underlying data the Senior Program Analysts and manager use to build compliance and partner reports
• Verifies that source data is complete and correct before reports are produced, and corrects discrepancies identified during report review
• Assists with recurring monthly, quarterly, and annual reports as directed

Cross-Team Communication and Collaboration

• Responds to requests and referrals from internal and external stakeholders in a timely manner
• Works closely with the Community Care team to troubleshoot data issues and suggest changes that produce more accurate and thorough records
• Compiles service evidence, authorized hour breakdowns, narratives, and/or historical client data as requested

Knowledge, Skills, and Abilities

• Is committed to the agency’s mission to delivery of high-quality services
• Demonstrated accuracy and speed in high-volume data entry, with meticulous attention to detail and a proven ability to catch errors and inconsistencies others miss
• Experience maintaining a database, EHR, or client management system, including record creation, updates, and data validation
• Ability to reconcile information across multiple systems and source documents and troubleshoot discrepancies
• Strong administrative, planning, and organizing skills
• Solid data-handling skills, including the ability to create tables; reconcile, compile, sort, and clean data; and use basic formulas and features of Excel
• Comfort working through repetitive, high-volume tasks without loss of accuracy over the course of a day
• Ability to follow structured procedures precisely and consistently across repetitive, detail-heavy work
• Demonstrated ability to solve problems and persevere through challenges
• Experience working from a ticketing queue such as Zendesk, or ability to learn one quickly
• Is a sophisticated user of computer software and a quick learner of proprietary software
• Proven ability to consistently apply policies and procedures across various deliverables
• Demonstrated history of excellent verbal and written communication skills
• Sound judgment handling confidential client information in accordance with HIPAA

Education and Experience

• Associate’s degree in a related field preferred; we also warmly welcome applicants possessing substantial work experience that equates to the educational qualifications
• One or more years of experience in data entry, records processing, or a similar detail-oriented administrative role preferred; strong candidates from adjacent backgrounds are encouraged to apply
• Strong Excel skills (sorting and filtering, lookups, basic formulas, conditional formatting); willingness to build toward pivot tables and more advanced functions

Work Environment

This position is hybrid in nature and includes office-based responsibilities. When in the office, the role is primarily sedentary, typically involving desk work in a temperature-controlled environment within modular, individual or shared office space. Moderate walking, lifting, and material handling are also required. The noise level in the office environment is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable an individual with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to talk or hear. The employee is frequently required to sit for extended periods of time at a desk or computer workstation. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, or crouch. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Homebridge is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.