Remote Bilingual LPN Inbound Care Coordinator

About Us:

ChartSpan is the largest chronic care management (CCM) service provider in the US. CCM programs focus on patients who have multiple (two or more) chronic conditions that are expected to last at least 12 months or more. We provide an essential service that helps providers stay in touch with and meet their patients’ healthcare needs in between office visits.

The role of an LPN Inbound Personal Care Coordinator is to handle incoming clinical phone calls from patients, providing a crucial benefit that helps our patients day or night. This role also goes beyond merely answering incoming calls. It is an instrumental position that ensures the seamless operation of our daily activities.

We are looking for a highly motivated nurse who enjoys fast-paced, multitasking environments while directly assisting patients at the same time.

This position offers day, bridge, or night shifts (availability varies) to ensure full 24/7 coverage for our patients.

This is a full-time, full-benefits remote role. All necessary equipment will be provided.

Key Responsibilities:

• Inbound call management and patient engagement.

• Responding promptly to all incoming patient inquiries via phone, email, or live chat.

• Outbound calls to patients as needed.

Patient Care Support:

• Assist in triaging a patient’s clinical issues and connecting patients with a member of the Triage Nurse team promptly.

• Review and handle other patient-centered ancillary tasks such as reviewing and transcribing medical records, addressing and sourcing additional patient resources, and resolving urgent patient account matters.

Collaboration and Assistance:

• Support the Provider Relations Specialists team as needed with patient and provider communication.

• Assist the Triage Nurse team and Pharmacy Technicians in obtaining the necessary information for triage assistance and medication refills.

• Obtain and send record requests via fax, ensuring accuracy and efficiency.

Performance Metrics:

• Timeliness in answering incoming calls and additional patient inquiries via email or live chat (team and individual evaluation).

• Call Answer Rate.

• Idle Time.

• Average After-Call Work Time.

• Quality Scores.

• Working the scheduled hours and maintaining proper attendance.

Qualifications:

• Current active, compact LPN license.

• Fluent in Spanish and English, comfortable with detailed medical conversations.

• Adherence to the attendance policy.

• Excellence in following established clinical protocols and procedures.

• Flexibility and adeptness in switching tasks effectively.

• Eagerness to assist fellow co-workers and contribute to team success.

Join us in our commitment to delivering outstanding patient care and making a meaningful impact in healthcare!