Remote Continuous Care Coach, Team Lead
at Lumata Health

Summary

Join Our Team: Embrace Our Fun and Supportive Remote Work Culture. Lumata Health is leading the way in leveraging data-driven virtual care management to address the large and rapidly growing problem of poorly managed chronic eye diseases.

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

Responsibilities

• Provide coaching, motivation, and enforcement of policies to assigned Care Coach team members
• Oversee all operations of the continuous care program
• Ensure care coaches meet or exceed internal productivity benchmarks
• Conduct regular performance reviews based on job duties highlighted in training and provided documentation
• 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
• Ensure new hires pass the job-related skills checklist and are competent within 90 days of employment
• 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
• Ensure care coaches meet or exceed minimum productivity and quality expectations
• 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

Benefits

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