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.