Licensed Practical Nurse (LPN) – Inbound Care Management

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Respond to incoming patient calls regarding Chronic Care Management services.

• Assist patients with inquiries and concerns related to ongoing care management.

• Review and adhere to established patient care plans.

• Support monthly care management activities to ensure continuity of care.

• Identify patient needs, changes, or concerns and escalate issues following established protocols.

• Communicate effectively with patients and members of the care team.

• Accurately record patient calls, updates, follow-up needs, and other necessary information.

• Manage multiple inbound interactions while upholding quality, accuracy, and professionalism.

• Achieve KPIs for quality, productivity, attendance, and other performance metrics.

• Safeguard patient confidentiality and adhere to HIPAA regulations.

• Participate in virtual meetings and team communications utilizing Google Workspace, Gmail, and Google Meet.

⛳️ Requirements

• Active LPN license with a Compact State License.

• Must be licensed to practice in the relevant states within the organization’s service area.

• New York and California licensure are required/accepted as applicable to the designated patient population.

• Previous experience in nursing, healthcare, care management, patient support, or call-center roles is preferred.

• Exceptional verbal and written communication skills.

• Strong active listening abilities and customer service skills.

• Capacity to manage multiple inbound calls in a fast-paced environment.

• Strong documentation skills and attention to detail.

• Basic computer literacy and capability to navigate various applications.

• Must pass a technology assessment, including typing and basic computer skills.

• Dedicated private workspace with a door suitable for handling protected health information and ensuring HIPAA compliance.

• Reliable high-speed internet connection.

• Ability to connect directly to the home modem/router via a hard-wired Ethernet connection.

• Ability to share screens during work activities or support sessions.

• Compliance with HIPAA regulations.

• Availability Monday to Friday between 8:00 AM and 9:00 PM EST operating hours.

🏝️ Benefits

• Bilingual differential: Additional $1.00/hour, where applicable.

• Up to $400/month KPI-based incentive.

• Full-Time benefits.

• Company-provided desktop computer and two monitors.

• 30-foot Ethernet cable provided to enable the hard-wired connection.

• Remote work arrangement.

• Virtual meetings and team communications using Google Workspace, Gmail, and Google Meet.