[Hiring] Remote Care Concierge - Medical Assistant @Nsight Health

Role Description

As a Remote Care Concierge, you’re the human voice patients reach when it matters most. Our voice AI handles routine calls and hands off the rest to you with a screen-pop showing who the patient is and where they are in their program. From there, you finish the job on the same call: enrolling, setting up devices, educating, troubleshooting, re-engaging, or retaining the patient.

You’ll start by certifying in Onboarding, Adherence, and Support, then add Enrollment and Retention on the floor. You earn one monthly productivity bonus across every intent you’re certified to handle, so every new certification grows your earning potential.

AI Fluency Requirement - Non-Negotiable

Nsight Health is an AI-first organization. Every team member is expected to actively use AI tools in their day-to-day work - not as a novelty, but as a core productivity multiplier. This role requires genuine curiosity about AI, comfort experimenting with tools like Claude, ChatGPT, and workflow automation platforms, and the judgement to know when AI helps and when it doesn’t. If AI makes you uncomfortable, this is not the right role.

Qualifications

• Active Medical Assistant (MA) certification
• An optimistic, energetic, and warm phone presence, with a clear and confident speaking voice and the ability to carry a natural conversation
• Strong active listening skills, with the ability to adjust tone, pace, and approach to the patient in real time
• A genuine passion for patient engagement and education, with the ability to explain technical information clearly to individuals with varying levels of technical literacy
• Goal-driven, with the motivation to meet performance targets tied to a productivity bonus
• Strong organizational skills and attention to detail, with the ability to follow established SOPs, scripts, and documentation standards
• Ability to thrive in a very high-volume environment and manage approximately 100 or more patient contacts per day across intents while maintaining a positive and helpful demeanor
• Proficiency in using computers and navigating multiple software applications simultaneously (EHR, CRM, softphone, chat) while speaking with a patient
• Self-motivated and able to work independently and effectively in a remote environment
• High school diploma or equivalent
• Demonstrated AI fluency — actively uses tools such as Claude, ChatGPT, or workflow automation in daily work

Requirements

• Intent-Based Call Handling: Read the AI-generated case and screen-pop, identify where the patient is in their program, and complete the next step on the same call for any intent you are certified on
• Patient Onboarding: Lead onboarding sessions with newly enrolled patients by phone or video; explain the purpose of remote monitoring and guide patients through unpacking, setting up, and connecting their devices (e.g., blood pressure cuffs, scales, glucometers, pulse oximeters)
• Initial Setup, Education, and Medication Review: Complete initial setup and education documentation and the medication review during the onboarding call so no follow-up is routed to another team
• Proactive Adherence Outreach: Conduct outbound outreach to patients who are behind on readings; educate, resolve barriers, and return them to consistent daily use
• Interactive Communication: Perform Interactive Communication calls that assess patient status and maintain program eligibility
• Outreach Prioritization: Prioritize outreach based on adherence status and campaign requirements, and coordinate with AI outreach so patients are not double-contacted
• Patient Support: Resolve inbound product, service, device, and account inquiries across phone, email, and chat; process device replacements, re-shipments, and gateway re-links per SOP
• Enrollment (upon certification): Make outbound calls to warm and hot leads on behalf of the patient's own doctor—no cold-calling; educate, handle objections, and enroll patients; meet daily and weekly enrollment goals
• Retention (upon certification): Own inbound and outbound conversations with patients at risk of disenrollment; identify the root cause of dissatisfaction and resolve it with a benefit-focused response
• Accurate Documentation: Document all patient interactions, outcomes, and follow-ups in the Electronic Health Record (EHR) and CRM in real time, including the elements required for billing
• Clinical Escalation: Escalate clinical concerns to the appropriate care team and unresolved technical or billing issues to the appropriate internal team, keeping the patient informed
• Goal Attainment: Meet or exceed daily and monthly productivity targets for every intent you are certified on
• Positive Team Contribution: Actively contribute to a collaborative, supportive, and positive work environment, sharing knowledge and best practices with colleagues
• Uphold Nsight Culture: Embody and promote Nsight Health's core values of positivity, patient-centricity, and innovation in all interactions
• Maintain compliance with company policies and applicable regulations
• Perform other duties as assigned

Benefits

• Competitive base pay with a range of $18.00-$22.00/hr, depending on location
• Shift Differentials:
  • Evening Differential: +$1.50/hour for hours worked after 7:00 PM
  • Late-Night Differential: +$2.00/hour for hours worked after 10:00 PM
  • Weekend Differential: +$1.50/hour for all hours worked Saturday and Sunday
• Sign-On Bonus: $1,500 paid after 120 days of continuous employment, contingent upon active employment and satisfactory performance at time of payout.
• Monthly Bonus Potential: To be determined
• 5% Bilingual Pay Allowance
• 11 Paid Company Holidays annually
• Paid Time Off (PTO)
• Medical, Dental, Vision, and supplemental insurance options
• 401(k) Plan with 3.5% Company Match
• Company-provided equipment