Lumata Health is hiring a
Continuous Care Coach Team Lead

Summary

The Care Coach Team Lead position at Lumata Health is a full-time remote role that involves managing a team of care coaches, overseeing operations, ensuring policy adherence, data management, and quality monitoring for a continuous care program. The ideal candidate has 2+ years of experience in a people management role, clinical operations, or healthcare training, and excellent communication skills.

Requirements

• Minimum of 2 years experience in a people management role, such as a supervisory role, team lead position, or similar role with responsibility for managing people
• Minimum of 2-5+ years of experience in clinical operations or healthcare training
• Proven experience in a leadership role within a customer support or healthcare environment
• Ability to work independently and collaboratively in a fast-paced environment
• Excellent verbal and written communication skills
• Strong organizational and multitasking abilities
• Proficiency in using customer support software and tools, including Google Suite, Salesforce and EMR systems
• Ability to handle stressful situations with professionalism and patience
• Commitment to upholding Lumata Core Values and standards of professionalism

Responsibilities

• Oversee all operations of the continuous care program
• Ensure care coaches meet or exceed internal productivity benchmarks
• Ensure adherence to company policies and performance expectations
• Maintain a patient care database with accurate and precise data entry
• Ensure 100% of care coach engagements are documented appropriately in the Lumata Health and client EMR systems
• Assess and address patient barriers to care, ensuring resources are available
• Train incoming care coaches on client-specific functions
• Audit calls per the Quality Monitoring Program to ensure care coaches perform at or above Lumata Health standards
• Manage day-to-day operations of aligned associates
• Stay up-to-date on the latest patient/customer support technologies and industry trends
• Communicate regularly with other Team Leads, Managers, Directors, and appropriate stakeholders as needed to promote healthy exchanges of crucial information
• Perform other duties as necessary

Preferred Qualifications

• Training a team within a rapidly growing healthcare service startup
• Training and developing a team of remote professionals
• Managing frontline health workers
• Eye care industry
• Healthcare services

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
• Professional development within organization
• Referral program
• Vision insurance
• Employee Wellness Program