Clinical Care CCM LVN – Contact Center

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

📋 Description

• Operate within a high-volume clinical call center setting, handling both inbound and outbound patient communications via telephone.

• Make 70–90 outbound calls daily to follow up on patients and address their health inquiries.

• Manage incoming calls by triaging and directing them based on clinical urgency.

• Forward non-clinical inbound calls to the appropriate departments within the company.

• Conduct and document monthly care plan calls for Chronic Care Management.

• Collaborate with healthcare providers to ensure timely patient care through telephone communication.

• Record all patient interactions in the clinical platform in real-time.

• Achieve or surpass performance metrics related to care quality, patient engagement, call handling times, response times, and adherence to protocols.

• Adjust to varying call volumes, shifting priorities, clinical processes, and workflows.

• Execute CCM adherence calls, patient onboarding calls, and thorough chart reviews as required.

• Ensure compliance with company policies and relevant regulations.

• Utilize AI tools such as Claude, ChatGPT, and workflow automation platforms for clinical documentation and care coordination.

• Perform additional responsibilities as assigned.

⛳️ Requirements

• Active LPN/LVN Compact License is required.

• A genuine passion for patient care, with the ability to connect with empathy and compassion.

• A strong enthusiasm for patient education is essential.

• Excellent communication and organizational abilities.

• Proficient in computer usage, electronic medical records (EMRs), and telehealth tools.

• At least 1 year of nursing experience is preferred.

• Experience in RPM, telehealth, or chronic care is advantageous.

• Previous experience in call centers, teleservice, or high-volume phone-based roles is preferred.

• A minimum internet speed of 50 Mbps download and 10 Mbps upload is required.

• A hardwired internet connection is mandatory.

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

• A private, HIPAA-compliant workspace is necessary.

• Attendance is mandatory for the four-week training program.

• Availability from Monday to Friday, 11:00 AM–8:00 PM Eastern Time.

• Training availability is required from Monday to Friday, 9:00 AM–6:00 PM Eastern Time.

🏝️ Benefits

• 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 on Saturday and Sunday.

• Sign-On Bonus: $1,500 paid after 120 days of continuous employment, contingent upon active employment and satisfactory performance at the time of payout.

• Monthly Bonus Potential: Up to $1,500.

• 5% Bilingual Pay Allowance.

• 11 Paid Company Holidays annually.

• Paid Time Off (PTO).

• Medical, Dental, Vision, and supplemental insurance options.

• 401(k) Plan with a 3.5% Company Match.

• Company-provided equipment.