• Answer inbound patient calls promptly and professionally, assisting with questions, requests, intake, follow-ups, and general coordination. • Schedule, reschedule, and confirm patient appointments while maintaining accurate appointment details in the EMR. • Provide warm, clear, and helpful bilingual communication to support patient satisfaction and maintain a high call-answering rate. • Perform insurance verification and eligibility checking when needed. • Ensure insurance details, patient information, and related documentation are accurate, confidential, and properly updated. • Coordinate with the appropriate team members regarding patient concerns, insurance updates, or scheduling issues. • Assist with email management, front desk coordination, and daily administrative tasks. • Follow structured workflows while adapting to client needs when necessary. • Identify workflow gaps or issues and proactively communicate possible improvements.

• Provide world class customer service and service delivery to our clients and patients through processing referrals in the delivery of medical goods and services. • Reaches out to patients in relation to new or already processing referrals confirming patient demographic information, providing updates on the referral, and/or confirming delivery of said goods or service. • Communicates with vendor partners, claims adjusters and nurse case managers providing updates on new referrals as well as referrals already in process. • Procures vendor partners for each referral as it relates to the goods or services requested. • Responsible for making or taking phone calls on existing referrals, new referrals, or other team members referrals. • Provides quotes back to clients for approval or follow up on quotes already sent to obtain written approval for requested referrals ensuring that each referral is deemed medically necessary and approved by the claim’s adjuster. • Confirms all required and relevant billing information exists in each referral as it relates to the workflow and billing processes in place and moves those referrals to be billed each day. • Processes referrals per state regulations and workers compensation guidelines.

Role Description We are seeking a motivated and detail-oriented LVN/LPN to join our Chronic Care Management team. In this role, you will play a critical role in patient care by conducting high-volume outbound patient calls in a call center environment, including: - Comprehensive assessment calls - Developing and educating patients on care plans - Performing Behavioral Health Integration (BHI) assessments - Assisting patients with medical device troubleshooting Key Responsibilities: - 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, maintaining an expected call volume of 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 and queue-based environment - Route non-clinical inbound calls to the appropriate departments across the company, ensuring minimal hold times and a positive caller experience - Conduct and document monthly Chronic Care Management (CCM) care plan calls, ensuring patients receive timely outreach and comprehensive care coordination in line with program requirements - Collaborate with providers to coordinate timely and effective patient care via telephonic communication - Accurately document all patient interactions in our clinical platform in real time, ensuring documentation is completed during each call - 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 - Adapt to fluctuating call volumes and shifting priorities throughout the day while maintaining a high standard of patient care - Adapt to ongoing clinical process changes and updated workflows as the department evolves to meet operational and patient care needs - Pivot to different workflows as needed, including CCM adherence calls, patient 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 Qualifications - Active LPN/LVN Compact License required - Passionate about patient care, possessing the ability to relate with empathy and compassion - Strong communication and organizational skills - Proficient with computers, EMRs, and telehealth tools Requirements - At least 1 year of nursing experience preferred (RPM, telehealth, or chronic care experience is a plus) - Previous call center, teleservice, or high-volume phone-based work experience preferred Benefits - Competitive base pay: $24-$26/hr - Shift Differentials: - Evening Differential: +$1.50/hour for hours worked after 7:00 PM - Late-Night Differential: +$2.00/hour for hours worked after 10:00 PM - Weekend Differential: +$1.50/hour for all hours worked Saturday and Sunday - Additional Compensation (If Applicable): - Sign-On Bonus: $1,500 paid after 120 days of continuous employment, contingent upon active employment and satisfactory performance at time of payout - Monthly Bonus Potential: Up to $1,500 - 5% Bilingual Pay Allowance - Benefits Include: - 11 Paid Company Holidays annually - Paid Time Off (PTO) - Medical, Dental, Vision, and supplemental insurance options - 401(k) Plan with 3.5% Company Match - Company-provided equipment

Role Description Our client is a U.S.-based integrative medicine and wellness practice that provides patient-centered care through a holistic, root-cause approach. They are looking for a reliable and detail-oriented Bilingual Patient Care Coordinator to support daily front desk operations, patient communication, scheduling, intake, and administrative coordination. This role is ideal for someone who is fluent in English and Spanish, has experience in healthcare administration, and can provide warm, professional, and timely support to patients. The right candidate should be highly responsive, organized, proactive, and comfortable managing calls, patient requests, and EMR-related workflows in a remote setting. - Answer inbound patient calls promptly and professionally, assisting with questions, requests, intake, follow-ups, and general coordination. - Schedule, reschedule, and confirm patient appointments while maintaining accurate appointment details in the EMR. - Provide warm, clear, and helpful bilingual communication to support patient satisfaction and maintain a high call-answering rate. - Perform insurance verification and eligibility checking when needed. - Ensure insurance details, patient information, and related documentation are accurate, confidential, and properly updated. - Coordinate with the appropriate team members regarding patient concerns, insurance updates, or scheduling issues. - Assist with email management, front desk coordination, and daily administrative tasks. - Follow structured workflows while adapting to client needs when necessary. - Identify workflow gaps or issues and proactively communicate possible improvements. Qualifications - Must be bilingual in English and Spanish. - Must be professional, warm, and patient-focused when communicating with patients. - Excellent attention to detail. - Strong problem-solving and critical thinking skills. - Ability to identify process gaps or issues and proactively address them. - Ability to follow structured processes and adapt when needed. - Organized, self-directed, and reliable. - Able to manage patient requests efficiently and professionally. - Committed to patient satisfaction and excellent service. - Reliable and accessible during scheduled work hours. Requirements - Healthcare Administration Experience: Required. - EMR Experience: Required. - Medical Scheduling Experience: Required. Cerbo scheduling experience is a plus. - Must speak and write English clearly and professionally. - Must have relevant work experience. - Must be able to provide an NBI Clearance and/or Local Police Clearance before onboarding (mandatory). - Must be available to attend video meetings with camera on when required. - Reliable laptop or desktop computer. - Stable high-speed internet connection (minimum 25 Mbps). - Noise-canceling headset. - Working webcam for virtual meetings. - Quiet and professional work environment. Benefits - Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication. - Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks. - HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients. - Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention. - Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule. - Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client. - Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best. - Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.