• Utilize licensing and crisis management skills to assess and address urgent needs. • Assess care plan requirements and assist in their implementation. • Utilize proficiency in documentation and technology to streamline member care. • Offer valuable support and guidance to patients and their families in critical situations. • Primary point of contact for patients, Monogram field staff, and care center personnel needing immediate support. • Provide seamless transitions by providing comprehensive handoffs to incoming staff. • Conduct chart auditing during non-peak call volumes. • Emergency/disaster outreach as events occur. • Support service level agreement (SLA) compliance for annual assessments and care plans. • Assist in post-hospital outreach to ensure patient needs are met, with no outstanding needs that could result in readmissions.