• Operate in a high-volume clinical call center environment managing a combination of inbound and outbound telephonic patient interactions throughout each shift • Conduct outbound phone calls to check in on patients and address health concerns (expected call volume ranges from 70 to 90 calls per day) • Handle inbound phone calls with efficiency and professionalism, triaging and routing appropriately based on clinical urgency in a fast-paced queue-based environment • Route non-clinical inbound calls to the appropriate departments across the company, ensuring minimal hold times and a positive caller experience • Monitor and respond to Remote Patient Monitoring (RPM) alerts in real time, escalating concerns when clinically indicated while managing concurrent call center workflows • Collaborate with providers to coordinate timely and effective patient care via telephonic communication • Perform monthly wellness assessments and complete comprehensive chart reviews • Accurately document all patient interactions in our clinical platform in real time • Consistently meet or exceed individual and team performance metrics related to care quality, patient engagement, call handle times, response times, and adherence to protocol standards • Pivot to different workflows as needed, including RPM Adherence calls, Onboarding calls, and comprehensive chart reviews, particularly toward the end of each month to support departmental goals • Maintain compliance with company policies and applicable regulations • Perform other duties as assigned