Clinical Care CCM LVN – Contact Center
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Job Description
Remote LVN/LPN conducting chronic-care assessments, patient education, and care coordination for Nsight Health’s RPM and CCM platform. Managing high-volume calls and real-time clinical documentation.
Responsibilities:
- Operate in a high-volume clinical call center environment, managing inbound and outbound telephonic patient interactions
- Conduct 70–90 outbound patient calls per day to check in and address health concerns
- Handle inbound calls efficiently and professionally, triaging and routing based on clinical urgency
- Route non-clinical inbound calls to appropriate company departments
- Conduct and document monthly Chronic Care Management care plan calls
- Develop and educate patients on care plans
- Perform Behavioral Health Integration assessments
- Assist patients with medical device troubleshooting
- Collaborate with providers to coordinate timely patient care via telephone
- Document all patient interactions in the clinical platform in real time
- Meet or exceed performance metrics for care quality, patient engagement, call handle times, response times, and protocol adherence
- Adapt to changing call volumes, priorities, clinical processes, and workflows
- Perform CCM adherence calls, patient onboarding calls, and comprehensive chart reviews
- Maintain compliance with company policies and applicable regulations
- Use AI tools to support clinical documentation and care coordination tasks
- Perform other duties as assigned
Requirements:
- Active LPN/LVN Compact License required
- Passionate about patient care, with the ability to relate with empathy and compassion
- Passion for patient teaching
- Strong communication and organizational skills
- Proficient with computers, EMRs, and telehealth tools
- Minimum fiber internet speed of 50 Mbps download / 10 Mbps upload
- Hardwired internet connection required
- Speed test submission required during the offer process
- Private, HIPAA-compliant workspace
- Monday through Friday availability, 11:00 AM–8:00 PM Eastern Time
- Mandatory attendance during four-week training, Monday through Friday, 9:00 AM–6:00 PM Eastern Time
- At least 1 year of nursing experience preferred
- RPM, telehealth, or chronic care experience is a plus
- Previous call center, teleservice, or high-volume phone-based work experience preferred
- Comfort using AI tools such as Claude, ChatGPT, and workflow automation platforms
- Judgment to determine when AI supports clinical work appropriately
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 Saturday and Sunday
- Sign-On Bonus: $1,500 paid after 120 days of continuous employment, contingent upon active employment and satisfactory performance at 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 3.5% Company Match
- Company-provided equipment
- Minimum fiber internet speed of 50 Mbps download / 10 Mbps upload
- Private, HIPAA-compliant workspace
- Remote work arrangement
- Comprehensive four-week training program
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