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Define the program before assigning the queue
RPM programs use connected devices to share health information with a care team. Before staffing support, identify the clinical program owner, patient permissions, device partner, work hours and escalation coverage. Decide what an administrative agent may see and do in the approved system. Program eligibility, medical necessity, covered services and billing requirements are determined by the responsible professionals and payer rules.
Coordinate onboarding and device support
Work only from the client-approved patient queue. Verify identity, explain the approved administrative next step, coordinate the onboarding appointment and document outstanding tasks. Use device-specific, approved material for any authorized support. Product selection, clinical education, treatment questions and issues outside the support script go to the designated qualified team or device partner.
Follow up on a program task, not a medical interpretation
A client-generated exception queue can identify an onboarding task or connectivity issue that needs contact. Agents can document the contact attempt, the patient’s stated barrier and the next handoff within scope. A missing transmission is not proof that the patient is well or unwell. Administrative agents do not classify readings, reassure a patient about symptoms or decide that clinical review can wait.
Create a reliable path to the clinical team
Proprietary workflows and call-management solutions are customized to the administrative requirements of each client’s program. Specify the receiving clinician or team, contact method, after-hours arrangements and acknowledgment process. If a clinical concern is raised, follow the approved escalation protocol. No round-the-clock monitoring, clinical staffing capability, platform integration or reimbursement outcome is implied by the hourly administrative offer. Those responsibilities must be established for the particular program.
Common questions
Does the $12 offer include clinical monitoring?
The published rate covers the agreed administrative agent scope with a five-agent minimum. Clinical monitoring roles and qualifications must be confirmed separately; they are not established by this website.
Can an agent decide what an abnormal reading means?
No. Clinical interpretation, urgency decisions and treatment changes belong to the program’s qualified clinical team.
Sources & review
Source-checked October 27, 2026. Prepared by the GoHealth 360 content team. Confirm current details with official sources.
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