Care Concierge – Medical Assistant

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage patient calls routed by AI based on certified intents.

• Review AI-generated case details and screen-pop, determine the patient's program stage, and execute the next step during the call.

• Lead the onboarding process for patients via phone or video.

• Clarify remote monitoring procedures and assist patients with unpacking, setting up, and connecting their devices.

• Complete setup, educational documentation, and medication assessments during onboarding calls.

• Conduct proactive outreach to patients who have fallen behind on their readings.

• Perform interactive calls to evaluate patient status and ensure eligibility is maintained.

• Prioritize outreach efforts based on adherence status and specific campaign requirements.

• Coordinate with AI outreach to avoid duplicate contacts with patients.

• Answer inbound inquiries about products, services, devices, and accounts through phone, email, and chat.

• Process device replacements, re-shipments, and gateway re-links in accordance with SOPs.

• Upon certification, reach out to warm and hot leads on behalf of their doctors, manage objections, and enroll patients.

• Upon certification, handle conversations with patients at risk of disenrollment and address dissatisfaction.

• Document patient interactions, outcomes, and follow-ups in the EHR and CRM in real time, including billing requirements.

• Escalate clinical concerns, technical challenges, and billing issues to the appropriate teams.

• Meet or exceed daily and monthly productivity targets.

• Foster a collaborative and supportive team environment.

• Uphold Nsight Health’s values of positivity, patient-centricity, and innovation.

• Ensure compliance with company policies and relevant regulations.

• Perform additional duties as assigned.

⛳️ Requirements

• Valid Medical Assistant (MA) certification.

• An optimistic, energetic, and warm phone presence with a clear and confident speaking voice.

• Strong active listening abilities and the capacity to adjust tone, pace, and approach in real-time.

• A passion for patient engagement and education; capable of explaining technical concepts clearly to individuals with varying levels of technical understanding.

• Goal-oriented and driven to achieve productivity targets.

• Excellent organizational skills and meticulous attention to detail.

• Capability to adhere to established SOPs, scripts, and documentation standards.

• Ability to manage approximately 100 or more patient contacts daily in a high-volume environment.

• Proficient in using computers and multiple software applications simultaneously, including EHR, CRM, softphone, and chat.

• Ability to work independently and efficiently in a remote setting.

• High school diploma or equivalent.

• Demonstrated fluency with AI tools; active engagement with tools like Claude, ChatGPT, or workflow automation in daily tasks.

• Minimum internet speed of 50 Mbps download / 10 Mbps upload.

• Hardwired internet connection is mandatory.

• Submission of a speed test is required during the offer process.

• A private, HIPAA-compliant workspace is necessary.

• Mandatory attendance for a four-week training program.

• Preferred: experience in the service industry or direct customer interaction.

• Preferred: bilingual proficiency in English and Spanish, with proficiency testing.

• Preferred: experience in healthcare, patient education, telehealth, telephonic outreach, or remote patient monitoring.

• Preferred: sales, enrollment, or retention experience, including objection handling.

• Familiarity with common medical devices is advantageous.

• Experience in a contact center is a plus but not required.

🏝️ Benefits

• Monthly productivity bonus based on certified intents.

• 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 hours worked on Saturday and Sunday.

• Sign-on bonus: $1,500 payable after 120 days of continuous employment, contingent upon active employment and satisfactory performance.

• 5% bilingual pay allowance.

• 11 paid company holidays each year.

• Paid Time Off (PTO).

• Options for medical, dental, vision, and supplemental insurance.

• 401(k) plan with a 3.5% company match.

• Company-provided equipment.

• Comprehensive four-week training program.