Bilingual Inbound Care Coach

Summary

Join Lumata Health as a Bilingual Inbound Care Coach and play a vital role in providing high-quality care and support to patients. You will manage inbound calls in Spanish and English, respond to voicemails, and collaborate with fellow care coaches. This full-time remote position requires fluency in both languages and experience in eye care. The role involves documenting patient interactions, assigning tasks, and providing immediate assistance. You will contribute to a positive patient experience and the overall success of the patient care team. Lumata offers a comprehensive benefits package including medical, dental, vision, and life insurance, as well as paid time off and parental leave. We prioritize a supportive and inclusive remote work environment.

Requirements

• Fluency in Spanish and English
• Ability to work in a team environment with very little supervision
• Outstanding communication skills, both written and verbal
• Excellent organizational skills
• Excellent customer service, interpersonal and communication skills
• Excellent time management skills with the ability to meet deadlines
• Strong consultative skills, ability to provide guidance to patients
• Ability to provide feedback and insights to contribute to patients
• Ability to work across various time zones, effectively work remote with reliable WIFI allowing for consistent conferencing/calls
• Ability to consistently phone conference as the position requires and when needed
• 2+ years of work experience in eye care
• Certified Ophthalmic Technician (COA) or Certified Ophthalmic Technician (COT/COMT) required
• Must have a home office that is secure and free of distractions (HIPAA-compliant workspace)
• Prolonged periods of standing, sitting at the desk and working on a computer
• Must be able to hear, speak, call and virtually meet
• Must be able to communicate both verbally and in writing

Responsibilities

• Answer inbound calls in Spanish and English, providing excellent customer service and addressing inquiries promptly and professionally
• Listen to and respond to Spanish and English-language voicemails, ensuring accurate and timely follow-up
• Document call and voicemail details in the system, maintaining clear and organized records
• Remain available to respond to inbound patient calls and offer appropriate assistance
• Review and verify patient charts within the EMR system, ensuring all information is accurate and up-to-date
• Assign tasks to care coaches when additional support or information is required, facilitating effective communication among team members
• Provide immediate assistance to patients without requiring them to leave a message
• Conduct initial welcome calls to new patients, ensuring a smooth transition and addressing any immediate needs
• Assist outbound care coaches by managing patient outreach, optimizing their availability for other tasks
• Inform patients of the inbound team's availability for support and assistance
• Contribute to high levels of patient satisfaction through efficient, timely, and exceptional service

Preferred Qualifications

Proficient with Electronic Medical Record (EMR) systems

Benefits

• Medical insurance for full time employees
• 8 paid holidays
• Discretionary time off (DTO)
• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Employee Wellness Program