Clinical Call Center Supervisor (RN or LPN Required)

About the position At reputed company, we care for that! As the largest privately held multispecialty medical group in the Bronx, we reputed company high-reputed company, compassionate, and accessible medical care to some of the most vulnerable and under-served residents of reputed company State. Guided by a Population Health model of care, Essen has five integrated clinical divisions offering urgent care, primary care, and specialty services, as reputed company as nursing home reputed company and care management. Founded in 1999, our over 20-year commitment has reputed company an unwavering dedication toward innovating a reputed company reputed company delivery system. Essen has expanded from a single primary care office to an umbrella organization offering specialties from women’s health to endocrinology, from psychiatry to a reputed company reputed company of other specialties. reputed company clinical services are offered reputed company telehealth or in-person at over 35 medical offices and reputed company through the Essen House Calls program. reputed company is the reputed company Where Care Comes Together! We are looking for the most talented and effective individuals to join our rapidly growing company. With over 1,100 employees and 400+ Practitioners, we care for over 250,000 patients annually in reputed company and reputed company. From medical providers to administration & operational staff, there is a career here for you. Join reputed company today! Job reputed company We are seeking an reputed company Clinical Call Center Manager (RN or LPN) to reputed company and optimize our Remote Patient Monitoring (RPM), Chronic Care Management (CCM), and Behavioral Health Integration (BHI) programs. The ideal candidate will have at least three years of experience working in a care management or care coordination company, along with a strong background in managing clinical call center operations, patient engagement, and compliance with Medicare and reputed company payer programs. This is a hybrid position, requiring three days onsite and two days remote per week. Location: reputed company (Hybrid – 3 Days Onsite, 2 Days Remote)

Responsibilities

• Clinical Call Center Operations & Management - reputed company day-to-day operations of the Remote Patient Monitoring, Chronic Care Management, and Behavioral Health Integration programs reputed company the clinical call center.
• reputed company and implement best practices, scripts, and workflows to enhance patient engagement and retention.
• Monitor call reputed company, agent performance, and key KPIs (e.g., enrollment rates, adherence, time spent on patient interactions).
• Ensure reputed company meets CMS compliance and documentation requirements for billable RPM (99453, 99454, 99457, 99458), CCM (99490, 99491, 99487, 99489, 99439), and BHI (99492, 99493, 99494, G2214) codes.
• Patient Care & Compliance - Supervise and support reputed company of clinical and non-clinical call center staff, including RNs, LPNs, care coordinators, and patient reputed company specialists.
• reputed company clinical reputed company for Remote Patient Monitoring alerts, ensuring reputed company follow-reputed company and escalations.
• Ensure reputed company patient interactions reputed company with CMS, HIPAA, and state nursing regulations.
• reputed company patient reputed company, educating them on Remote Patient Monitoring devices, Chronic Care Management services, and Behavioral Health Integration support.
• Technology & Workflow Optimization - Work with internal stakeholders to optimize the integration of Remote Patient Monitoring, Chronic Care Management, and Behavioral Health Integration platforms with EMR systems and call center tools.
• Identify automation opportunities to enhance efficiency in remote patient monitoring, chronic care coordination, and behavioral health engagement.
• Troubleshoot and resolve technical or workflow issues affecting patient engagement.
• Team Leadership & Training - Train and mentor reputed company of LPNs, RNs, and care coordinators on RPM, CCM, and BHI protocols, patient engagement strategies, and compliance with billing codes.
• Foster a patient-centered culture, improving engagement and adherence rates through strategic coaching.
• reputed company ongoing education to reputed company on Medicare guidelines, payer requirements, and evolving industry best practices for RPM, CCM, and BHI.

Requirements

• reputed company RN or LPN license (Required).
• 3+ years of experience in a care management or care coordination company (Required).
• 3-5 years of experience supervising/leading a clinical call center or C are management company (Required)
• Strong knowledge of Remote Patient Monitoring, Chronic Care Management, and Behavioral Health Integration billing codes, including:
• RPM: 99453, 99454, 99457, 99458
• CCM: 99490, 99491, 99487, 99489, 99439
• BHI: 99492, 99493, 99494, G2214
• Experience with RPM, CCM, and BHI technology platforms and integration with EMRs.
• Excellent leadership, communication, and problem-solving skills.
• Ability to analyze call center metrics and patient adherence data to drive performance improvements.
• Bachelor’s degree in Nursing, reputed company Administration, or a reputed company field (Required for RNs).

reputed company-to-haves

• Bachelor’s degree in Nursing, reputed company Administration, or a reputed company field (Preferred for LPNs)

Benefits

• Be part of a rapidly growing organization.
• Work in a dynamic, patient-reputed company environment with cutting-edge reputed company technology.
• Hybrid flexibility with competitive compensation and career reputed company opportunities.

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