Clinical Call Center Supervisor (RN or LPN Required)

Clinical Call Center Manager (RN or LPN)

Essen Health Care is the largest privately held, multispecialty medical group in New York, providing high-quality, compassionate care to some of the state's most vulnerable and underserved residents.

Founded in 1999, we've grown from a single primary care office into a network of 50+ locations offering urgent care, primary care and specialty services, from women's health to endocrinology and psychiatry. We also provide nursing home support, care management, and in-home care through our Essen House Calls program. Guided by a Population Health model, our team of 500+ providers deliver care in-person, at home, or via telehealth, ensuring patients get the support they need when and where they need it.

We're looking for talented, motivated individuals to join our growing team. Whether you're a medical provider, administrator, or operations professional, there's a career here for you. Join us in making a real difference in the health of our community.

Job Summary

We are seeking an experienced Clinical Call Center Manager (RN or LPN) to lead 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 commercial payer programs. 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

Clinical Call Center Operations & Management

- 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.

Patient Care & Compliance

- 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.

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 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: $75,000-$110,000

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 supervising/leading a clinical call center or Care 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, Healthcare Administration, or a related field (Preferred for LPNs, Required for RNs).

Why Join Us?

- 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.