Role Description - Answer incoming calls and direct them to the right departments - Accurately schedule appointments, consultations, and surgeries in Athena - Register new patients and input detailed demographic and insurance information - Confirm appointments and verify insurance coverage - Educate patients on pre-visit protocols, paperwork, and appointment details - Take and route messages from patients, physicians, and pharmacies - Coordinate scheduling for multiple physicians and locations - Provide backup front office support and contribute to overall workflow - Reach out to new patients with a friendly welcome call Qualifications - High School Diploma or equivalent required - Minimum 2 years of experience in appointment/surgery scheduling in a healthcare setting - Prior experience working with insurance and EHR systems (Athena plus!) - Familiarity with medical terminology and managed care contracts - Excellent verbal/written communication and people skills in English and Spanish - Strong organizational and time management abilities - Proficient in Microsoft Office with fast, accurate data entry skills - Ability to multitask while maintaining attention to detail Requirements - Love working with diverse patient populations - Thrive in a team-oriented, collaborative setting - Have a service-first mindset and are calm under pressure - Are driven to provide the best patient experience every time Physical & Mental Requirements Standard office duties including sitting, standing, and using a computer. Must be able to handle a high volume of calls and multitask efficiently in a busy environment.

• Provide inbound customer consultations

• Administer and configure Five9 (users/roles, skills, queues, routing, IVR, campaigns, recordings, dashboards, and reporting) • Design, build, test, and maintain Five9 IVA experiences leveraging Five9’s hosted Azure OpenAI (prompting, dialog flows, intent/slot handling, containment, and agent escalation) • Partner with Call Center Operations Managers to gather requirements, translate operational needs into routing/IVA changes, and deliver measurable improvements (AHT, containment, CSAT, transfer rate) • Implement and support AWS and Azure integrations related to contact center workflows (REST APIs, event-driven patterns, IAM/identity fundamentals, monitoring/logging) • Build and maintain speech transcription pipelines using AWS Transcribe and Deepgram (batch and/or real-time), including storage, indexing, retrieval, and operational reporting • Troubleshoot and resolve issues across telephony/call flows, IVA behavior, and cloud integrations; lead incident response and root-cause analysis (RCA) • Establish standards for change control and release management (testing, rollback plans, documentation, peer reviews where applicable) • Create runbooks, knowledge articles, and system diagrams; provide enablement to operations teams for day-to-day platform usage • Ensure solutions align with security, privacy, and compliance requirements (PII handling/redaction, retention, encryption, least-privilege access) • Cross train peer group to eliminate single point of knowledge

Role Description The Licensed Practical Nurse (LPN) will play a crucial role within the Call4Health care team, operating in a remote capacity. In this role, LPN will support Call4Health clients by efficiently managing Electronic Health Records (EHR) and patient portals. In addition, the LPN will provide patient education, troubleshoot Remote Patient Monitoring (RPM) equipment and results, counsel patients with chronic diseases, follow up with patients in between provider visits, and refill medications per protocol. The LPN will follow established protocols in order to facilitate effective communication among healthcare professionals and patients, ultimately enhancing patient outcomes and relieving provider stress. Duties and Responsibilities - Monitor Physician EHR inboxes and patient portal requests and perform tasks within LPN scope of practice, responding to patient inquiries according to established protocols. - Refill prescription requests by established protocols, notify providers, and ensure patient care tasks are completed for critical results, coordinating follow-up care post-discharge or post-operative. - Facilitate referrals and collaborate on addressing prior authorization requests that require clinical consultation, assisting with requests from other agencies such as hospitals, Public Health departments, nursing homes, funeral homes, and Departments of Labor or Motor. - Manage Remote Patient Monitoring (RPM) results by tracking patients' real-time disease results and delivering education on managing chronic diseases such as diabetes, hypertension, and COPD. - Medically screen and qualify patients for clinical trials, performing follow-ups and patient education. - Carry out additional responsibilities as needed to assist the healthcare team and enhance the delivery of patient care. Qualifications - Licensed Practical Nurse. - 5+ years of full-time clinical experience as an LPN, particularly in primary care for adult, pediatric, and geriatric patients. Experience in OB/GYN, Orthopedic, Ambulatory Care, or Home Health is also preferred. - Experience using at least two electronic health record (EHR) systems is required. - An active unencumbered e-NCL or Enhanced Nurse Licensure Compact license; additional non-compact state licensure would be considered an asset. Candidates should also be willing to obtain additional licenses at the company’s request. Qualifications & Skills - Teamwork: Demonstrated ability to collaborate effectively with peers, cross-functional teams, and clients. - Leadership: Proactive in stepping up to lead when necessary, capable of motivating colleagues, helping to troubleshoot problems, and sharing knowledge for the enhancement of the team. - Customer Service: Exceptional empathy, patience, and active listening skills to understand and address patient needs. - Quality: Strong attention to detail in charting, utilizing correct grammar, spelling, and medical terminology to ensure complete and accurate patient records. - Organization & Time Management: Highly organized, capable of handling and documenting tasks, delegating to others where possible, and providing thorough communications to providers, patients, and staff. Physical Requirements - The employee must be able to sit for extended periods, talk, and engage in active listening without visual contact. - Occasional standing and the use of hands for operating office equipment are required, with infrequent stooping, kneeling, or crouching. - Ability to hear in normal range and wear a headset/earpiece. - Good visual acuity to read computer screens, scripts, and forms. - Able to work remotely at home in a private HIPAA compliant workspace. - Able to house company equipment needed to perform the job. - Broadband Internet Access. - Participation (via telephone or video) in staff meetings. - Able to thrive in a fast-paced environment. - Demonstrated capability to maintain professional relationships with diverse individuals. - Must be flexible and adaptable to change, managing stress. - May require occasional overtime or adjusted starting hours.