Job Description:
• Operate in a high-volume clinical call center environment managing a combination of inbound and outbound telephonic patient interactions throughout each shift
• Conduct outbound phone calls to check in on patients and address health concerns (expected call volume ranges from 70 to 90 calls per day)
• Handle inbound phone calls with efficiency and professionalism, triaging and routing appropriately based on clinical urgency in a fast-paced queue-based environment
• Route non-clinical inbound calls to the appropriate departments across the company, ensuring minimal hold times and a positive caller experience
• Monitor and respond to Remote Patient Monitoring (RPM) alerts in real time, escalating concerns when clinically indicated while managing concurrent call center workflows
• Collaborate with providers to coordinate timely and effective patient care via telephonic communication
• Perform monthly wellness assessments and complete comprehensive chart reviews
• Accurately document all patient interactions in our clinical platform in real time
• Consistently meet or exceed individual and team performance metrics related to care quality, patient engagement, call handle times, response times, and adherence to protocol standards
• Pivot to different workflows as needed, including RPM Adherence calls, Onboarding calls, and comprehensive chart reviews, particularly toward the end of each month to support departmental goals
• Maintain compliance with company policies and applicable regulations
• Perform other duties as assigned
Requirements:
• Active compact LVN/LPN license required
• Proficient with computers, EMRs, and telehealth tools
• Strong communication and organizational skills
• Demonstrated AI fluency – actively uses tools such as Claude, ChatGPT, or workflow automation in daily work
• Ability to work in a fast-paced, high-volume call center environment with back-to-back patient interactions
• Comfort with performance-based metrics and accountability to daily, weekly, and monthly targets
• Ability to multitask across multiple technology platforms simultaneously
• Ability to work an overnight schedule
Benefits:
• Competitive base pay of $24–$26 per hour.
• Shift Differentials: Evening Differential: +$1.50/hour for hours worked after 7:00 PM
• Late-Night Differential: +$2.00/hour for hours worked after 10:00 PM
• Weekend Differential: +$1.50/hour for all hours worked Saturday and Sunday
• Sign-On Bonus: $1,500 paid after 120 days of continuous employment
• Monthly Bonus Potential: Up to $1,500 per month based on patient engagement and performance goals.
• 11 Paid Company Holidays annually
• Paid Time Off (PTO)
• Medical, Dental, Vision, and supplemental insurance options
• 401(k) Plan with 3.5% Company Match
• Company-provided equipment