Licensed Practical Nurse (LPN) – Call Center
Location: Spindale, North Carolina – In Office
Employment Type: Full-Time
Position: Licensed Practical Nurse (LPN) – Healthcare Call Center
Licensure Requirement: Active North Carolina LPN license and active California LPN license
Position Summary
FusionCX is seeking a knowledgeable and compassionate Licensed Practical Nurse (LPN) to join our in-office healthcare call center team in Spindale, NC. The LPN will provide professional support to patients through inbound and outbound calls, assist with healthcare-related questions, provide education and guidance within established protocols, and ensure patient concerns are appropriately documented and escalated.
The ideal candidate will have strong clinical knowledge, excellent communication skills, and the ability to provide exceptional patient support in a fast-paced call center environment.
Key Responsibilities
- Handle inbound and outbound patient calls in a professional and compassionate manner.
- Provide Tier 1 clinical and healthcare support within the scope of LPN licensure and established protocols.
- Answer patient questions regarding healthcare services, appointments, medications, treatment programs, and general care navigation.
- Educate patients using approved clinical guidelines, scripts, and resources.
- Identify patient concerns that require escalation to a Registered Nurse, provider, or other appropriate clinical team member.
- Recognize potential urgent or emergent situations and follow established escalation procedures.
- Assist patients with appointment scheduling, referrals, care coordination, and program navigation as applicable.
- Review and document patient interactions accurately in the appropriate CRM or electronic health record system.
- Maintain patient confidentiality and comply with HIPAA and all applicable federal and state regulations.
- Follow California-specific clinical protocols and workflows when supporting California patients.
- Maintain professional communication while handling sensitive healthcare information.
- Meet established quality, productivity, customer service, and documentation standards.
- Participate in required training, coaching, quality reviews, and team meetings.
- Perform other duties related to patient support and clinical operations as assigned.
Required Qualifications
- Current, unrestricted Licensed Practical Nurse (LPN/LVN) license in North Carolina.
- Current, unrestricted California LPN/LVN license.
- Ability to maintain both licenses in good standing.
- High school diploma or equivalent required; LPN/LVN nursing program completion required.
- Previous clinical, patient-care, healthcare, or call center experience preferred.
- Strong verbal and written communication skills.
- Excellent listening, problem-solving, and critical-thinking abilities.
- Comfortable working with computer systems, electronic health records, CRM platforms, and multiple applications.
- Ability to accurately document patient interactions.
- Strong understanding of patient confidentiality and HIPAA requirements.
- Ability to work independently while following established clinical protocols.
- Comfortable working in a fast-paced call center environment.
Preferred Qualifications
- 1–2+ years of LPN/LVN experience.
- Previous healthcare call center or telehealth experience.
- Experience supporting patients by telephone.
- Experience with California healthcare programs or California-specific healthcare requirements.
- Experience with Medicare, Medicaid, managed care, or health-plan operations.
- Bilingual skills are a plus.
Work Environment
This is an in-office position located in Spindale, NC. The LPN will spend the majority of the workday communicating with patients by telephone and working with computer-based healthcare and customer service systems.
The position requires the ability to remain seated and focused for extended periods, use a computer and telephone system throughout the workday, and effectively manage multiple patient interactions.
Performance Expectations
Employees in this role will be expected to consistently meet department standards for:
- Patient experience and customer service
- Call quality
- Clinical accuracy
- Documentation accuracy
- Productivity
- Attendance and punctuality
- HIPAA and regulatory compliance
- Appropriate escalation of clinical concerns
Important Licensure Requirement
Applicants must possess and maintain active, unrestricted LPN/LVN licensure in both North Carolina and California. Must be willing to get licensed in CA if not already
Schedule
Full-Time | In Office | Spindale, NC
Schedule and hours will be established based on program operating hours and business needs. Candidates must be willing to work the assigned schedule and meet attendance requirements.
Pay: From $26.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
