Job Summary

We are seeking a detail-oriented and proactive RPM/CCM Staff Member to support patients enrolled in Remote Patient Monitoring (RPM), Chronic Care Management (CCM), Remote Therapeutic Monitoring (RTM), and Principal Care Management (PCM) programs. This role involves continuous patient engagement, data review, coordination with Providers, and ensuring compliance with program guidelines. The ideal candidate should have strong communication skills, the ability to strictly adhere to checklists and protocols without omission or deviation, and the common sense to resolve patient concerns efficiently.

Key Responsibilities

Remote Patient Monitoring (RPM) & Remote Therapeutic Monitoring (RTM)

• Monitor and review real-time patient data collected from medical devices such as blood pressure monitors, pulse oximeters, CPAPs, glucose monitors, etc.
• Identify abnormal readings and escalate concerns to Providers or Respiratory Therapists as needed.
• Educate patients on the proper use of RPM and RTM devices to ensure accurate data collection.
• Ensure timely device setup, activation, troubleshooting, and patient compliance tracking.

Chronic Care Management (CCM) & Principal Care Management (PCM)

• Conduct monthly patient check-ins to assess chronic condition management, medication adherence, and treatment progress.
• Document all patient interactions, symptoms, and changes in the Electronic Health Record (EHR) system.
• Assist patients in coordinating specialist visits, diagnostic tests, and follow-up appointments.
• Educate patients on disease management, medication compliance, and lifestyle modifications.
• Ensure patients are enrolled in the appropriate CCM, PCM, or RTM programs based on provider recommendations and insurance eligibility.

Administrative & Compliance Duties

• Work closely with the billing and compliance team to ensure services meet Medicare and insurance requirements.
• Ensure all orders, referrals, and prior authorizations are completed per provider instructions.
• Accurately document time spent on care management services to ensure proper billing and reimbursement.
• Maintain strict compliance with HIPAA, OSHA, and other healthcare regulations.
• Follow protocols for patient outreach, escalation, and follow-up to improve patient outcomes.

Patient Support & Customer Service

• Create and educate care plans for patients.
• Act as a point of contact for enrolled patients, providing guidance and answering questions about their care plans.
• Address patient concerns with common sense and professionalism, ensuring a smooth experience.
• Collaborate with the remote call support team to resolve patient queries regarding equipment troubleshooting, appointment requirements, and general health concerns related to chronic conditions. Immediately escalate urgent patient issues to the appropriate Provider or care team.

Technology & Equipment Management

• Be proficient in EHR systems and remote monitoring software for data entry and patient tracking.
• Ensure medical devices are functioning properly, troubleshoot issues, and coordinate replacements if needed.
• Assist in tracking and analyzing patient data trends to provide actionable insights for providers.

Other Responsibilities

• Perform any additional duties as assigned by management to support remote care programs.
• Follow chain of command for reporting concerns or operational issues.
• Willingness to work at both Fayetteville and Sanford locations as scheduled by management.

Qualifications & Skills

• Experience in RPM, CCM, RTM, or PCM programs is preferred – not mandatory.
• Background in healthcare, medical assisting or nursing is a plus.
• Strong attention to detail and ability to follow protocols without deviation.
• Excellent communication and interpersonal skills.
• Ability to multi-task and work efficiently in a fast-paced environment.
• Basic knowledge of chronic conditions such as hypertension, COPD, diabetes, and sleep apnea.
• Proficiency in medical software, EHR, and remote monitoring platforms.

Schedule & Work Environment

• Full-time, onsite position.
• Requires a combination of patient outreach, data analysis, and administrative tasks.