• Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers • Be meticulous in identifying mistakes, areas of improvement, as well as underlining positive aspects when checking the Chats/Emails/Calls • Provide detailed and structural feedback on the VIP CS/AM Agents' performance • Be able to express your point of view to those you evaluate clearly • Cooperate with the VIP Trainer to create Performance Improvement Plans for VIP CS/AM Agents • Cooperate with the VIP CS and VIP AM teams to be on track with the processes set for VIP CS/VIP AM agents • Inform the Management about the cases requiring urgent attention • Share your ideas/suggestions on improving the current processes of communication with VIP users • Perform tasks that are sometimes repetitive yet involve elements of creativity

• Conduct regular audits of client files, treatment plans, session notes, and supervision documentation to ensure compliance with clinical, payer, and regulatory standards • Monitor adherence to BACB, state, and insurance documentation requirements • Review behavior intervention plans (BIPs) and treatment plans for accuracy, completeness, and quality • Identify documentation gaps, compliance risks, and operational inefficiencies • Provide structured feedback to BCBAs and RBTs to improve documentation quality • Track authorizations, reauthorizations, and payer compliance standards • Develop and maintain QA checklists, auditing tools, and internal compliance systems • Prepare QA reports and present findings to leadership • Support corrective action plans and process improvement initiatives • Assist with maintaining HIPAA compliance and internal policy adherence

• Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers; • Be meticulous in identifying mistakes, areas of improvement, as well as underlining positive aspects when checking the Chats/Emails/Calls; • Provide detailed and structural feedback on the VIP CS/AM Agents' performance; • Be able to clearly express your point of view to those you evaluate; • Cooperate with the VIP Trainer to create Performance Improvement Plans for VIP CS/AM Agents; • Cooperate with the VIP CS and VIP AM teams to be on track with the processes set for VIP CS/VIP AM agents; • Inform the Management about the cases requiring urgent attention; • Share your ideas/suggestions on improving the current processes of communication with VIP users; • Perform the tasks that are sometimes repetitive, yet involve the elements of creativity.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position provides quality review and support to the AmWell Medical Group (AMG). The RN candidate will be employed by American Well providing review and support to the AmWell Medical Group Practice. The AmWell Medical Group is comprised of board-certified, credentialed, qualified physicians and other allied providers and built to provide online healthcare services for American Well’s Online Care clients. The AmWell Medical Group currently provides acute care services in approximately 44 states, with the expectation of expanding to providing other medical services in all 50 states in the future. Care is delivered utilizing American Well’s Online Care system, allowing patients to connect with physicians immediately, removing traditional barriers to healthcare access. - Participate in monthly Ongoing Professional Provider Evaluation (OPPE) - in depth provider case reviews - Identify provider trends, deficits in clinical and documentation standards - Participation in Provider coaching/training - Participate in monthly client meeting to understand and support client expectations - Initiation and management of Prior Authorizations - Participation in workflow design and QA improvements - Participation in risk management planning - Participation in ongoing policy and procedure design and editing - Participation in regulatory assessment and compliance planning - Interface with providers as needed - Provide clinical support to other departments as needed to support organizational initiatives - Participation in department and committee meetings - Participation in the development of a process that measures outcomes - Participation in the quality management program, including investigation of red flag cases and adverse events - Participate in root cause analysis Qualifications - Registered nurse with a broad range of clinical experience; minimum of 10 years in practice - Experience managing clinical outcomes based on a variety of acute and chronic illnesses - Strong communication skills; ability to build professional relationships with providers to provide ongoing feedback/coaching - Strong analytical skills, review and analysis of metrics, identify provider issues - Strong technical and application skills to support providers/patients - Interpretation and manipulation of clinical data via excel spreadsheets - Experience providing remote care/support is a plus - Desire to be a part of the telehealth innovation Benefits - Flexible Personal Time Off (Vacation time) - 401K match - Competitive healthcare, dental and vision insurance plans - Paid Parental Leave (Maternity and Paternity leave) - Employee Stock Purchase Program - Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program - Free Subscription to the Calm App - Tuition Assistance Program - Pet Insurance