Program Analyst

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 Analyst (PA) is a member of the Technology team and reports to the Senior Manager of Business Applications. The PA is responsible for the accuracy and integrity of client and service data across Homebridge systems, performing high-volume data entry, maintaining database records,auditing entries made by other users for discrepancies. The PA brings an analytical mindset to this work, using Excel and query tools to interrogate the data, identify patterns behind recurring errors, and adapt as program requirements change. The PA works alongside the Program Associate reviewing their work and handling the cases they escalate and reports to the Senior Program Analyst on complex or cross-system issues. The PA also supports Homebridge compliance activities with partner organizations, supports the Community Care team to correctly record and track home care and Enhanced Care Management (ECM) activities, and sets up new clients in the system. Essential Job Functions Participates as an active member of the team responding to requests and executing procedures with diligence and urgency Ensures high quality delivery and documentation of home care by supporting members of the Community Care team Consistently reviews systems and processes and makes recommendations for improvement to meet the goals of providing consistent high-quality care and documentation Produces thorough and clear reports to relevant parties on expected schedules Data Entry and Database Management Performs accurate, high-volume data entry into VinCent and other Homebridge systems, meeting established accuracy and turnaround standards Reviews 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, investigating mismatches to root cause rather than correcting symptoms Conducts routine audits and spot checks of user-entered data; documents findings and follows up with the responsible team until corrections are confirmed Maintains data standards — required fields, naming conventions, valid values — and recommends system validations or workflow changes that prevent recurring entry errors Performs record cleanup including de-duplication, standardization, and retroactive corrections Creates and maintains job aids, procedures, and training materials on correct data entry; trains staff on new or changed processes Escalates systemic data quality issues to the Senior Program Analyst and the Senior Manager of Business Applications with proposed solutions Reviews the Program Associate’s work for accuracy, resolves the cases they escalate, and helps train them on new or changed processes Partners with the Senior Program Analyst on audits, process changes, and reporting requirements 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 Tracks each form in Zendesk from receipt through completion, marking tickets complete only after processing is verified Maintains organized, confidential SOC 3075 records in accordance with HIPAA and Homebridge retention requirements Reporting and Compliance Builds, completes, and processes all necessary compliance reports for partner agencies Investigates and corrects discrepancies in reporting Follows up with teams who are past due and delivers reports on or ahead of schedule Assists manager with monthly, quarterly, and annual reports as necessary Cross-Team Communication and Collaboration Works closely with the Community Care team and ECM to troubleshoot issues and recommends changes to get more accurate and thorough data Responds to requests and referrals from internal and external stakeholders in a timely manner Notifies necessary teams when there are changes to clients’ status or eligibility Compiles service evidence, authorized hour breakdowns, narratives, and/or historical client data as requested Client 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 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 Knowledge, Skills, and Abilities Data and Analysis Strong analytical skills and a structured thinking process — breaks ambiguous problems into parts, forms a hypothesis, tests it against the data, and explains the reasoning behind a conclusion Advanced Excel skills, with the ability to build reporting others can rely on Working SQL skills, and the ability to pull data from Power BI, to investigate questions independently Ability to compile, sort, and clean large datasets, and to spot patterns, outliers, and errors others miss Ability to reconcile information across multiple systems and source documents and troubleshoot discrepancies to root cause Demonstrated accuracy and speed in high-volume data entry, with meticulous attention to detail Experience maintaining a database, EHR, or client management system, including record creation, updates, and data validation Compliance and Judgment Understands program compliance requirements, policies, and procedures including IHSS and partner agency rules, and applies them accurately and consistently in day-to-day processing Able to read a policy or program change, reason through what it means for existing records and workflows, and carry it through to execution Strong critical thinking and judgment: knows when a case fits the standard process, when it does not, and when to escalate Sound judgment handling confidential client information in accordance with HIPAA Working Style Is committed to the agency’s mission to delivery of high-quality services Comfortable with shifting priorities and evolving program requirements; adapts quickly when processes, systems, or partner rules change mid-stream Curiosity about how systems and data connect, and initiative to investigate rather than wait for direction Ability to follow structured procedures precisely and consistently across repetitive, detail-heavy work, and to persevere through challenges Strong administrative, planning, and organizing skills Demonstrated history of excellent verbal and written communication skills Is a sophisticated user of computer software, including ticketing systems such as Zendesk, and a quick learner of proprietary software 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 to two years of experience in data entry, data management, records processing, or a similar detail-oriented administrative role, preferably in healthcare or social services Two or more years of hands-on experience working with data in Excel, including building and maintaining workbooks that others rely on pivot tables, lookups, nested and conditional formulas, and text functions Proficiency across the Microsoft 365 suite (Excel, Word, Outlook, Teams, SharePoint), with the ability to produce clean, professional documents and share work in a way colleagues can pick up Experience pulling and exporting data from Power BI reports and dashboards to support analysis; ability to read a dashboard and identify what the underlying numbers are telling you Working SQL experience - comfortable writing and modifying SELECT queries with joins, filters, and grouping to pull and validate data without waiting on someone else, or a demonstrated track record of picking up technical tools quickly 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.