Clinical Call Center Director/Manager (RN or LPN Required)

Overview:

At Essen Health Care, we care for that!

All clinical services are offered via telehealth or in-person at over 35 medical offices and at home through the Essen House Calls program.

From medical providers to administration & operational staff, there is a career here for you. Join our team today!

Job Summary:

This is a hybrid position, requiring three days onsite and two days remote per week.

**Location:** New York (Hybrid – 3 Days Onsite, 2 Days Remote)

Responsibilities:

• Oversee day-to-day operations of the Remote Patient Monitoring, Chronic Care Management, and Behavioral Health Integration programs within the clinical call center.
• Develop and implement best practices, scripts, and workflows to enhance patient engagement and retention.
• Monitor call quality, agent performance, and key KPIs (e.g., enrollment rates, adherence, time spent on patient interactions).
• Ensure the team 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.

• Supervise and support a team of clinical and non-clinical call center staff, including RNs, LPNs, care coordinators, and patient outreach specialists.
• Provide clinical oversight for Remote Patient Monitoring alerts, ensuring timely follow-ups and escalations.
• Ensure all patient interactions comply with CMS, HIPAA, and state nursing regulations.
• Oversee patient onboarding, educating them on Remote Patient Monitoring devices, Chronic Care Management services, and Behavioral Health Integration support.

• 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.

• Train and mentor a team 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.
• Provide ongoing education to the team on Medicare guidelines, payer requirements, and evolving industry best practices for RPM, CCM, and BHI.

Salary: $80,000-$120,000

Qualifications:

• Active RN or LPN license (Required).
• 3+ years of experience in a care management or care coordination company (Required).
• 3-5 years of experience managing a clinical call center or patient engagement team.
• 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, Healthcare Administration, or a related field (Preferred for LPNs, Required for RNs).

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

Equal Opportunity Employer:

Essen Health care is proud to be an equal opportunity employer, and we seek candidates who desire to work in and serve an ethnically diverse population.