LPN Clinical Interviewer - Remote

Key Responsibilities

• Member Medication Interviews and Clinical Data Collection
• Conduct telephonic medication interviews with members, including CMR/TMR-related data collection as applicable, following program specifications and clinical workflows.
• Verify member identity and obtain consent prior to discussing medication-related information.
• Collect, review, and reconcile complete medication lists, including prescription, OTC, herbal, and supplement use.
• Assess adherence, medication effectiveness, side effects, affordability, and barriers to proper use.
• Identify potential medication-related problems (for example, duplications, contraindications, adverse effects, and possible interactions) and document findings clearly.
• Education, Support, and Escalation
• Provide evidence-based medication education in clear, understandable language within scope of practice.
• Reinforce proper medication administration, dosing schedules, storage guidance, and adherence strategies.
• Escalate urgent, complex, or out-of-scope concerns to a pharmacist, provider, or designated clinical resource per established protocols.
• Collaborate with pharmacists, care coordinators, and operational teams to ensure appropriate follow-up and continuity.
• Documentation, Quality, and Compliance
• Document member interactions, assessments, and outcomes in designated systems in real time or within required timeframes.
• Ensure documentation meets clinical, regulatory, and audit standards (including CMS and health plan requirements where applicable).
• Follow established scripts, decision-tree logic, and escalation pathways to support consistency and compliance.
• Maintain defined productivity, quality, and documentation accuracy expectations.
• Participate in quality assurance reviews, audits, coaching, and corrective action processes as required.
• Operational Effectiveness
• Use multiple systems simultaneously (for example, MTM platform, call systems, email, and documentation tools) while maintaining accuracy and service quality.
• Manage multiple interactions and documentation tasks efficiently, including tracking outreach attempts and follow-up actions.
• Maintain current knowledge of commonly used medications and program updates.
• Perform other duties as assigned.

Qualifications

• Graduation from an accredited LPN/LVN program with an active license in good standing.
• Experience in a healthcare and/or telephonic outreach environment.
• Comfort operating in a high-volume, metrics-driven setting with simultaneous documentation requirements.
• Experience navigating electronic documentation systems and Microsoft Office tools.
• Exposure to MTM, Transition of Care, or Medicare/Medicaid programs is a plus, but not required.

Skills + Abilities

• Integrity: handles PHI appropriately, raises compliance or patient safety concerns promptly, and follows through on commitments.
• Learning Agility: stays current on medications, program requirements, and systems; applies coaching and QA feedback quickly.
• Adaptability: reprioritizes calmly during operational changes while maintaining documentation quality and member experience.
• Listening: asks clarifying questions, confirms understanding, and accurately captures member-reported medication use and barriers.
• Clarity: explains medication instructions and education in plain language and documents findings in an organized, auditable way.
• Discipline: follows clinical workflows, scripts, and documentation standards consistently with minimal rework.
• Accountability: owns outcomes for documentation accuracy, timely escalation, and follow-up actions.
• Patient Outcomes & Safety: prioritizes medication safety and appropriate escalation over speed during high-volume periods.