Continuous Care Coach Team Lead

Summary

Join Lumata Health as a Care Coach Team Lead and provide coaching, motivation, and policy enforcement to your team. You will oversee program operations, ensure policy adherence, manage data, assess patient barriers to care, and provide training and development. Responsibilities include quality monitoring, daily operations management, staying current on industry trends, and effective communication. This full-time remote position requires a minimum of 2 years of people management experience and 2-5 years in clinical operations or healthcare training. Lumata Health offers a competitive salary, bonus potential, and a comprehensive benefits package including health insurance, paid time off, and more.

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
• 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
• Ensure aligned staff document per process in the Lumata Health and client EMR systems
• Assess and address patient barriers to care, ensuring resources are available
• Ensure care coaches are appropriately assessing and addressing barriers to care
• 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
• Ensure new hires hit their milestones at 30, 60, and 90 days following their training period
• Keep the team informed of client-specific preferences and changes
• Inform and train care coaches on new office/clinic processes and treatments
• 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
• Ensure adherence to documentation procedures in Salesforce and Client EMR
• Stay up-to-date on the latest patient/customer support technologies and industry trends
• Attend educational events or trainings related to care coordination as tracked and documented by the leadership team
• Communicate regularly with other Team Leads, Managers, Directors, and appropriate stakeholders as needed to as necessary to promote healthy exchanges of crucial information
• Perform other duties as including but not limited to production 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
• Referral program
• Vision insurance
• Employee Wellness Program