Quality Assurance Associate - LVN
Skilled Wound Care•Los Angeles, CA
•$75,000 - $90,000
About The Position
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. You will serve as the bridge between our clinical providers and the facilities we partner with — ensuring outstanding outcomes, resolving issues quickly, and raising the bar for service expectations across every market we serve.
Requirements
- Comfort with data reporting tools such as Excel, or similar platforms
- Genuine passion for patient outcomes and clinical excellence
- Strong customer service skills — comfortable handling both inbound and outbound calls professionally
- Excellent communication and problem-solving skills — ability to de-escalate concerns and drive issues to resolution
- Highly organized with the ability to manage multiple priorities across multiple states simultaneously
- Comfortable working in a fast-paced, high-growth environment with evolving processes and high performance standards
- Tech savvy — comfortable navigating clinical systems, portals, and documentation platforms
- Collaborative team player with a strong sense of accountability and commitment to SWC's mission
Nice To Haves
- Active LVN license in good standing
- Minimum 1 to 2 years of experience in a long-term care environment
- Experience in wound care or long-term care setting
- Experience with PointClickCare (PCC) or similar long-term care EHR platforms
- Experience leading or supervising a documentation or administrative team
Responsibilities
- 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
- Check in with facilities on their portal access and PointClickCare (PCC) accounts to ensure proper setup and ongoing functionality
- Coordinate 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
- 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
- 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
- Assist clients with clinical, technical, and logistical questions — providing timely resolutions and following up to full completion
- 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
Benefits
- Medical, Dental, and Vision coverage
- 401k plan with 4% Match
- Earned Time Off (ETO)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
