Quality Assurance Associate - LVN

About the role

Skilled Wound Care is seeking a passionate, experienced, and customer service-oriented Clinical Liaison to join our Quality Assurance team. As a QA Associate you will be responsible for improving quality and satisfaction across our growing network of skilled nursing facilities throughout the United States. This is a high-impact role within a high-performance, rapidly growing organization.

Provider Relations and Accountability

• Check in with providers regularly to monitor rounding activity at assigned facilities — identifying and addressing any gaps in attendance or clinical coverage
• Participate in weekly meetings with the external team to discuss provider and facility related issues and develop action plans
• Meet regularly with leadership to review facility metrics, provider performance metrics, and quality trends
• Serve as a consistent point of contact for providers navigating clinical, technical, and operational questions

Facility Relations and Support

• Check in with facilities on their portal access and PointClickCare (PCC) accounts to ensure proper setup and ongoing functionality
• Cook up and fulfill documentation requests from facilities and insurance companies in a timely and accurate manner
• Process and manage records requests from facilities and insurances — ensuring compliance with HIPAA and company protocols
• Provide technical and operational support to nursing facilities to ensure smooth day-to-day service delivery

Documentation and Data Management

• Lead the documentation team responsible for manually uploading clinical notes to PointClickCare (PCC) and other EHR platforms — ensuring accuracy, timeliness, and compliance with documentation standards
• Maintain and keep system data current across multiple platforms including SWC Control, internal spreadsheets, and other operational tracking tools
• Run ad-hoc reports for leadership as requested — delivering timely insights to support decision making
• Operate Metabase or similar reporting tools to generate quick operational and clinical insights
• Maintain accurate records in company systems — including logs, contact information, and quality tracking data
• Update quality-related documents and records as needed to reflect current operational status

Systems and Technology

• Meet regularly with the IT team to provide feedback from providers and staff about system performance and usability
• Provide clinical guidance to support the ongoing development and improvement of SWC's Electronic Health Record (EHR)
• Serve as a knowledgeable resource on SWC's policies, procedures, and systems for both facility partners and clinical providers
• Aid clients with clinical, technical, and logistical questions — providing timely resolutions and following up to full completion

Quality Assurance and Customer Service

• Ensure overall client satisfaction by delivering proactive customer service and communicating quality concerns to the appropriate manager or team member
• Field incoming calls and conduct outbound calls to service facilities and providers across multiple states
• Identify trends in client feedback and proactively communicate opportunities for improvement to the QA team
• Support additional Quality Assurance initiatives and tasks as assigned by leadership