Licensed Practical Nurse (LPN) – Inbound Care Management
Job Type: Full-Time
Location: Remote
Schedule: Monday–Friday | Within 8:00 AM–9:00 PM EST operating hours
Pay: $20.25/hour
Bilingual Differential: Additional $1.00/hour
KPI Incentive: Up to $400/month based on performance
Benefits: Full-Time Benefits
Position Summary
We are seeking a Licensed Practical Nurse (LPN) to join our remote Chronic Care Management team in an inbound, call-center-style environment. The Inbound LPN will respond to patient calls, provide support related to ongoing care management services, address patient questions and needs, and ensure appropriate follow-up and continuity of care.
The ideal candidate is a patient-focused LPN with strong communication skills who can effectively manage incoming calls, document interactions accurately, follow established care plans, and identify situations requiring clinical escalation.
Key Responsibilities
• Answer inbound patient calls related to Chronic Care Management services.
• Assist patients with questions and concerns related to their ongoing care management.
• Review and follow established patient care plans during patient interactions.
• Support monthly care management activities and promote continuity of care.
• Identify patient needs, changes, or concerns and escalate issues according to established protocols.
• Communicate professionally and effectively with patients and members of the care team.
• Accurately document patient calls, updates, follow-up needs, and other required information.
• Manage multiple inbound interactions while maintaining quality, accuracy, and professionalism.
• Meet established Key Performance Indicators (KPIs) for quality, productivity, attendance, and other performance measures.
• Protect patient confidentiality and comply with HIPAA requirements.
• Participate in virtual meetings and team communications using Google Workspace, Gmail, and Google Meet.
Qualifications
• Active LPN license with a Compact State License.
• Must be licensed to practice in applicable states within the organization's service footprint.
• New York and California licensure are required/accepted as applicable to the assigned patient population.
• Previous nursing, healthcare, care management, patient support, or call-center experience preferred.
• Excellent verbal and written communication skills.
• Strong active listening and customer service skills.
• Ability to handle multiple inbound calls and maintain a professional demeanor in a fast-paced environment.
• Strong documentation and attention to detail.
• Basic computer proficiency and ability to navigate multiple applications.
• Must successfully complete a technology assessment, including typing and basic computer skills.
Remote Work Requirements
• Must have a dedicated, private workspace suitable for handling protected health information.
• Workspace must have a door and allow the employee to maintain HIPAA compliance.
• Must have a reliable high-speed internet connection.
• Must be able to connect directly to the home modem/router using a hard-wired Ethernet connection.
• A 30-foot Ethernet cable will be provided to facilitate the hard-wired connection.
• Company-provided equipment includes a desktop computer and two monitors.
• Employees may be required to share their screen during work activities or support sessions.
Technology
Employees will use Google-based tools and other company systems, including:
• Gmail
• Google Meet
• Google Workspace (G Suite)
• Company-provided desktop and dual-monitor setup
Compensation
• $20.25/hour base pay
• +$1.00/hour bilingual differential, where applicable
• Up to $400/month KPI-based incentive
• Full-Time benefits
Work Environment
This is a remote, call-center-style nursing position. The successful candidate should be comfortable handling a consistent volume of inbound patient calls while maintaining excellent patient service, accurate documentation, and adherence to care management protocols.