Remote Care Concierge - Medical Assistant

Nsight Health• US,

5d•$18 - $22•Remote

About The Position

Nsight Health is hiring a full-time, remote Remote Care Concierge with an active Medical Assistant certification to support patients participating in Remote Patient Monitoring, Chronic Care Management, and Behavioral Health Integration programs. The concierge handles calls escalated by voice AI, reviews the AI-generated case and patient screen-pop, and completes the next appropriate step during the same call. Work includes onboarding patients, setting up and troubleshooting devices, providing education and support, encouraging adherence, and—after certification—handling enrollment and retention conversations. New hires certify first in Onboarding, Adherence, and Support, then add Enrollment and Retention. A monthly productivity bonus applies across each intent the employee is certified to handle. This is an AI-first organization. Team members are expected to actively use AI tools in their daily work, be comfortable experimenting with tools such as Claude and ChatGPT or workflow automation platforms, and use sound judgment about when AI is appropriate. The role requires managing approximately 100 or more patient contacts per day across intents while maintaining a helpful, patient-centered manner. The position is remote and requires a private, HIPAA-compliant workspace, hardwired internet, and minimum internet speeds of 50 Mbps download and 10 Mbps upload. Applicants must submit a speed test during the offer process. Two weekday schedules are available: Monday–Friday, 9:00 a.m.–6:00 p.m. EST, or Monday–Friday, 10:00 a.m.–7:00 p.m. EST. New hires must attend four weeks of mandatory training, Monday–Friday, 9:00 a.m.–6:00 p.m. EST. Base pay is $18.00–$22.00 per hour depending on location. The posting also lists applicable evening, late-night, and weekend differentials; a possible $1,500 sign-on bonus after 120 days of continuous employment, subject to active employment and satisfactory performance; monthly bonus potential to be determined; and a 5% bilingual pay allowance. Benefits include 11 paid company holidays annually, PTO, medical, dental, vision and supplemental insurance options, a 401(k) plan with a 3.5% company match, and company-provided equipment.

Requirements

Active Medical Assistant (MA) certification.
Optimistic, energetic, warm phone presence; clear and confident speaking voice; and ability to hold natural conversations.
Strong active listening skills and ability to adapt tone, pace, and approach to the patient in real time.
Passion for patient engagement and education, with ability to explain technical information clearly to people with varying levels of technical literacy.
Goal-driven motivation to meet performance targets tied to a productivity bonus.
Strong organization and attention to detail, including ability to follow established SOPs, scripts, and documentation standards.
Ability to work in a very high-volume environment and manage approximately 100 or more patient contacts per day across intents while remaining positive and helpful.
Proficiency using computers and navigating multiple applications simultaneously, including EHR, CRM, softphone, and chat, while speaking with a patient.
Self-motivated ability to work independently and effectively in a remote environment.
High school diploma or equivalent.
Demonstrated AI fluency, including active daily use of tools such as Claude, ChatGPT, or workflow automation.
Remote-work requirements: minimum internet speed of 50 Mbps download and 10 Mbps upload, hardwired internet connection, speed-test submission during the offer process, and a private HIPAA-compliant workspace.
Must attend four weeks of mandatory training, Monday through Friday, 9:00 a.m.–6:00 p.m. EST.

Nice To Haves

Service-industry or face-to-face customer experience, such as serving, bartending, hospitality, retail, or front desk work.
Bilingual English and Spanish; proficiency is tested and bilingual pay is offered.
Previous healthcare experience, particularly in patient education, telehealth, telephonic outreach, or remote patient monitoring.
Previous sales, enrollment, or retention experience, including objection handling.
Familiarity with common medical devices such as blood pressure monitors, scales, and glucometers.
Prior contact center experience; it is a plus but not required.

Responsibilities

Review AI-generated cases and patient screen-pops, determine patients’ program status, and complete the next step on the same call for certified intents.
Lead phone or video onboarding sessions; explain remote monitoring and guide patients in unpacking, setting up, and connecting devices such as blood pressure cuffs, scales, glucometers, and pulse oximeters.
Complete initial setup and education documentation and conduct medication reviews during onboarding calls.
Conduct proactive outbound outreach to patients who are behind on readings, educate them, resolve barriers, and support consistent daily use.
Conduct Interactive Communication calls to assess patient status and maintain program eligibility.
Prioritize outreach based on adherence status and campaign requirements, coordinating with AI outreach to prevent duplicate contacts.
Resolve inbound product, service, device, and account inquiries by phone, email, and chat; process device replacements, re-shipments, and gateway re-links according to SOPs.
After certification, call warm and hot leads on behalf of patients’ doctors, educate them, address objections, enroll patients, and meet daily and weekly enrollment goals; no cold-calling is required.
After certification, handle inbound and outbound conversations with patients at risk of disenrollment, identify causes of dissatisfaction, and seek resolution using benefit-focused responses.
Document patient interactions, outcomes, follow-ups, and billing-required elements in the EHR and CRM in real time.
Escalate clinical concerns to the appropriate care team and unresolved technical or billing issues to the relevant internal team, keeping patients informed.
Meet or exceed daily and monthly productivity targets for each certified intent.
Contribute to a collaborative and positive work environment by sharing knowledge and best practices.
Promote Nsight Health’s values of positivity, patient-centricity, and innovation; comply with company policies and applicable regulations.
Perform other duties as assigned.

Benefits

11 paid company holidays annually.
Paid time off (PTO).
Medical, dental, vision, and supplemental insurance options.
401(k) plan with a 3.5% company match.
Company-provided equipment.
Possible $1,500 sign-on bonus after 120 days of continuous employment, contingent on active employment and satisfactory performance at payout.
Monthly productivity bonus potential; amount to be determined.
5% bilingual pay allowance for eligible bilingual employees.
Evening differential of $1.50 per hour for hours worked after 7:00 p.m.
Late-night differential of $2.00 per hour for hours worked after 10:00 p.m.
Weekend differential of $1.50 per hour for hours worked Saturday and Sunday.