[Hiring] Clinical Care Coordinator @Wellbox

Role Description

This is a high-volume, productivity-driven telephonic role. You will spend most of your day on back-to-back patient calls, like a clinical call center. Success requires comfort with structured, fast-paced outreach, consistent documentation while on calls, and meeting defined daily call and Care Event targets. If you are seeking a traditional nursing or case management role, this position may not be the right fit.

Day-to-Day Responsibilities:

• Calls, calls, calls: You will be on the phone the majority of your 8-hour shift, working through a structured patient list and completing telephonic care encounters back-to-back.
• Rapid documentation: You will document each encounter in real time inside our EHR while on the call, not after. Speed and accuracy together are essential.
• Productivity targets: You are expected to complete 1.5 + Care Events (CEs) per hour post the two-month ramp-up period.
• Structured patient conversations: Calls follow a defined care coordination framework. You will assess patient needs, update care plans, coach on adherence, and schedule follow-ups efficiently and consistently across 2030+ patients per day.
• Minimal administrative variety: This is not a clinical environment with procedures, in-person assessments, or varied tasks. The work is focused, repetitive, and phone-based by design.

Who Thrives in This Role:

• Candidates who have succeeded in this position typically come from environments like clinical call centers or telephone triage, high-volume care management programs, or remote chronic care management (CCM) or RPM roles.
• You will do well here if you enjoy structured, goal-driven workdays with clear performance metrics.
• Can maintain energy and consistency across a full day of patient conversations.
• Adapt quickly to software platforms and can type while talking.
• Are motivated by measurable impact, knowing your calls directly affect patient outcomes.
• Are comfortable with performance feedback tied to call volume and CE completion rates.

Performance Expectations (Non-Negotiable):

• Days 0-60 (Ramp): 100 CEs in Month 1; 230 CEs cumulative by end of Month 2.
• Day 60+ (Steady State): Average 1.5 CEs per hour.
• Attendance: Full attendance is mandatory during the 1-week training period and the ramp-up phase. This is a structured program and missing training has significant downstream impact.
• Consequences: Failure to meet the 1.5 CE/hour metric for two consecutive months may result in disciplinary action including termination.
• These targets are not aspirational, they are the standard for this role across the team.

Qualifications

• Active, clear LPN or LVN license (compact license required if available in your state).
• Licensed in your state of residence; must reside and work in the continental US.
• Minimum 2 years of clinical experience.
• Comfortable with EHR documentation and Microsoft Office (Teams, Outlook, Excel).
• Experience in telephonic care coordination, health coaching, or motivational interviewing is a strong plus.

Requirements

• Private, quiet space free from pets, children, and background noise during work hours.
• Wired, high-speed internet connection capable of supporting VoIP calls (Wi-Fi is not sufficient).
• HIPAA-compliant environment (no visible PHI, no shared workspace during calls).
• Wellbox provides a computer and headset. You provide the workspace and internet connection.

Schedule

• Training (Weeks 1): 9:00 AM - 4:30 PM Eastern Time, Monday-Friday. Full attendance mandatory.
• Ramp-Up and Ongoing: 8 hours/day, Monday-Friday, hours may be worked between 8:00 AM - 6:00 PM in the patient's time zone.
• This is a full-time, structured-hours role requiring 40 hours weekly. Flexibility in start/stop time is limited by the 8:00 AM - 6:00 PM window.

Compensation & Benefits

• Pay: $22/hour during training; $22/hour + monthly bonus opportunities post-training.
• Medical, dental, vision, life insurance: Eligible after 60 days.
• PTO: 15 days/year, accrues after 60 days.
• 401(k): Eligible after 90 days; Wellbox matches up to 4%.
• Paid holidays, HSA, accident, disability, and critical illness coverage also available.