Job Overview Job type: Full-time, salaried Location: Fully remote within approved U.S. states Schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Time Salary: $58,000 to $65,000 annually, based on experience About the Role Dr. Jones Wellness Institute is seeking an experienced Licensed Practical Nurse to manage written patient communications and support our medical operations. This is not a traditional bedside nursing or call-center position. The person in this role will learn our complete patient journey, independently investigate and resolve patient concerns, determine when escalation is necessary, and help improve communication and operational processes. The ideal candidate is an excellent written communicator who can make sound decisions, remain calm with frustrated patients, and understand how medical, pharmacy, shipping, and administrative workflows affect the patient experience. Key Responsibilities • Independently review and respond to patient messages • Ensure all patient questions are fully addressed • Resolve and de-escalate concerns without requiring routine approval • Determine when an issue should be escalated to a provider, pharmacy, manager, or executive • Call patients when an issue cannot be resolved effectively through messaging • Learn and understand the full patient journey, including intake, medical review, treatment approval, dosing, pharmacy coordination, shipping, refills, and follow-up • Investigate concerns across departments and systems before responding • Provide clear education regarding treatments, medications, peptides, dosing, potential side effects, and next steps within scope and company protocols • Document communications, decisions, and resolutions accurately • Identify recurring issues and recommend improvements to templates, procedures, escalation pathways, and workflows • Maintain professional, compassionate, HIPAA-compliant communication Qualifications • Active and unrestricted LPN or LVN license • At least two years of nursing, telehealth, medical-office, or patient-care experience preferred • Strong written communication, grammar, clinical judgment, and problem-solving skills • Experience resolving patient complaints and de-escalating difficult situations • Ability to independently investigate concerns and recognize when escalation is necessary • Ability to learn complex medical and operational workflows • Strong organization, documentation, and attention to detail • Comfortable using electronic medical records, CRM systems, pharmacy portals, messaging platforms, and Google Workspace • Reliable internet connection and a private, HIPAA-compliant workspace • Availability Monday through Friday from 8:00 a.m. to 5:00 p.m. Mountain Time Experience with telehealth, GLP-1 medications, peptide therapy, hormone replacement therapy, functional medicine, pharmacy coordination, or medical weight management is strongly preferred. Why Work With Us? • Fully remote position with no commute • Consistent weekday schedule with no nights or weekends • No bedside nursing or physically demanding patient care • Opportunity to work independently and make a meaningful impact on the patient experience • Direct involvement in improving medical operations and communication processes • Exposure to growing areas of medicine, including telehealth, weight management, peptides, and hormone therapy • Collaborative environment where your judgment, ideas, and recommendations are valued • Opportunity to develop a broad understanding of medical operations beyond a traditional LPN role What Success Looks Like • Patients receive timely, accurate, and complete responses • Concerns are resolved before becoming larger complaints • Clinical and operational risks are escalated appropriately • Communication remains professional and consistent • Recurring issues lead to measurable process improvements • Patients feel heard, supported, and confident about their next steps Approved Hiring Locations This position is open to applicants residing in approved U.S. states. We are currently unable to employ candidates residing or working in: California, Washington, New York, Massachusetts, Oregon, Illinois, New Jersey, Connecticut, or Washington, D.C. Employees must receive approval before relocating to another state. Compensation The anticipated salary range is $58,000 to $65,000 annually, depending on relevant nursing experience, clinical background, telehealth experience, communication skills, and familiarity with the treatments offered by the practice. This position does not currently include employer-sponsored medical, dental, vision, or retirement benefits. Employees will receive any paid leave or other benefits required by applicable law. Dr. Jones Wellness Institute is an equal opportunity employer. Pay: $58,000.00 - $65,000.00 per year Benefits: • Employee discount • Health insurance • Paid time off Work Location: Remote
A healthcare organization providing telehealth services and medical operations support, offering remote nursing roles focused on patient communications, pharmacy coordination, and treatment management.
