Overview

• Staffing, Scheduling, and Planning coverage; manage day-to-day staffing, schedules, and coverage.
• Act as the escalation point for internal and client-facing concerns.
• Monitor SLA adherence across triage and PA activities.
• Coordinate across training, QA, and sourcing teams.
• Report on operational status, risk areas, and performance to client stakeholders.
• Conduct regular ticket audits based on pre-defined sampling methodology.
• Assess ticket resolution quality, documentation standards, and escalation compliance.
• Provide structured feedback and recommendations to nurses and leadership.
• Identify systemic issues or training needs based on recurring quality trends.
• Report audit findings on a weekly/monthly basis to stakeholders.

Qualifications

• Active USRN license (required).
• Minimum of 3 years of clinical experience (utilization man...