Family & Children's ServiceDirector of Training and Quality ControlFamily & Children's Service

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Job Summary

The Training & Quality Control Director is responsible for the management and coordination of the TennCare Advocacy & Outreach program. The Training & Quality Control Director will provide active leadership, management and visibility through outreach and networking. The Training & Quality Control Director will perform administrative and supervisory duties, including training, quality control, supervision, logistics, communications, scheduling and data collection for decision-making and practical support for program leadership. This program is predominately phone-based and the phone line is staffed Monday through Friday, 8:00-4:30. Some travel may be required for outreach, trainings, and meetings. Some required outreach events may occur in the evenings and weekends.

Job Responsibilities
  • Supervise staff and perform all other HR functions, in accordance with agency policy, including but not limited to participate in the recruitment and interviewing process; make recommendations regarding hiring, discipline, and termination. Conduct and administer discipline and employee performance reviews; provide employees with coaching and support.
  • Compile, write, and submit all required reports and requested summaries.
  • Compile program statistics for agency and program use; participate in program evaluation.
  • Help develop and maintain on-going quality control processes that measure TennCare Advocacy Specialists’ performance for productivity, quality and call handling techniques, accuracy in call resolution, and accuracy in data entry. Data must be reviewed at least monthly.
  • Help develop and maintain training materials for in-service education for existing TennCare Advocacy Specialists and for newly hired TennCare Advocacy Specialists that encompass all facets of advocacy and outreach, and service delivery to TennCare applicants and members. Training topics shall include but not be limited to customer service, conflict resolution, de-escalation, interpersonal and problem-solving skills, and cultural and linguistic awareness of the LEP population and individuals with disabilities.
  • Ensure TennCare Advocacy Specialists attend all training provided or facilitated by TennCare for Policy, TennCare Access (Partner Portal), Medicaid Management Information System (MMIS), etc. and ensure new TennCare Advocacy Specialists complete training within thirty (30) days of hire date.
  • Ensure all TennCare Advocacy Specialists receive on-going in-service training and education in some or all the topics mentioned above on a semi- annual basis at minimum.
  • Organize Family & Children’s Service hosted community outreach events in coordination with TennCare and as detailed within a Control Memorandum.
  • Help answer and make outbound calls in a manner consistent with established key performance indicators, TennCare Advocacy Contact Center policies and procedures, and standards required by the funder.
  • Determine callers’ needs, collect appropriate data, facilitate problem-solving.
  • Maintain documentation in a clear, precise, and timely manner.
  • Assist with monitoring and ensuring appropriate staffing schedules and levels, as needed.
  • Monitor service level in the TennCare Advocacy Contact Center by logging into the phone system to monitor Realtime.
  • Manage the Special Projects requested by TennCare as needed and assigned.
  • Review cases and assist with troubleshooting of problem or escalated cases.
  • Implement and monitor the service policies and procedures.
  • Identify system problems and potential solutions, keeping the Senior Director of Healthcare Access Services apprised of necessary changes and progress.
  • Coordinate activities with community partners and develop a familiarity with community resources.
  • Maintain program visibility and positive community relationships through outreach and networking.
  • Attend all required staff meetings, planning meetings and the annual staff training sessions.
  • Regular attendance during office hours and reliable transportation required.
Qualifications

This position requires a master’s degree in social work, healthcare-related or public service-related field from an accredited college or university and to have 2-3 years of related experience and/or training. Equivalent combination of education and relevant experience may be considered. Demonstrated ability to work independently and in a team environment, and experience working with nonprofit organizations, community groups and/or government programs strongly preferred. Must know how to use computers, perform data entry, and use Microsoft Office.

Additional InformationBenefits

F&CS has a robust benefits package which includes vacation and sick leave, paid parental leave, medical, dental, vision, agency paid life insurance, 401k with match, 10 agency holidays in addition to the week between Christmas and New Year, plus more.

How to Apply

Submit resume to:

Email to hrdept@fcsnashville.org

EOE M/F/D/V

Details
  • Date Posted: November 4, 2025
  • Type: Full-Time
  • Job Function: Programs and Service Delivery
  • Service Area: Social / Human Services
  • Salary Range: 70,000/year