Clinical Call Center Supervisor (RN or LPN Required)
About the position At Essen Health Care, we care for that! As the largest privately held multispecialty medical group in the Bronx, we provide high-quality, compassionate, and accessible medical care to some of the most vulnerable and under-served residents of New York State. Guided by a Population Health model of care, Essen has five integrated clinical divisions offering urgent care, primary care, and specialty services, as well as nursing home staffing and care management. Founded in 1999, our over 20-year commitment has fueled an unwavering dedication toward innovating a better healthcare 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 vast array of other specialties. All clinical services are offered via telehealth or in-person at over 35 medical offices and at home through the Essen House Calls program. Essen Health Care is the place 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 New York City and beyond. From medical providers to administration & operational staff, there is a career here for you. Join our team today! 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. Requirements • 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 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, Healthcare Administration, or a related field (Required for RNs). Nice-to-haves • Bachelor’s degree in Nursing, Healthcare Administration, or a related field (Preferred for LPNs) Benefits • 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. Apply tot his job