Continuous Care Coach Team Lead (Internal Applicants Only)

About Lumata Health

Blindness is a devastating—but largely preventable—consequence of poorly managed chronic eye diseases like glaucoma, diabetic retinopathy, and age-related macular degeneration. The prevalence of these debilitating diseases is expected to double between 2020 and 2050, outpacing the capacity of providers and contributing to the rising cost of eye disorders in the US, which already exceeds $99B in direct medical costs annually. In over 95% of cases, disease progression can be slowed or stopped; preserving vision and extending healthspan. But it requires tailored, timely, intelligent patient engagement throughout the patient’s lifelong care journey.

Lumata Health is leading the way in leveraging data-driven virtual care management to address this large and rapidly growing problem. Built with $2M in funding support from the National Eye Institute, Lumata Health’s Intelligent Engagement Platform maximizes the impact of multichannel, personalized engagement by our team of JCAHPO-certified ophthalmic care coordinators. Lumata takes a holistic approach to care—combining behavioral and psychosocial information with clinical data to create tailored, high-impact touchpoints. In addition to promoting compliance, we help patients with things like financial assistance programs, prescriptions and refills, insurance issues, transportation to visits, understanding their disease and care plan, and coordinating care with other providers.

With direct medical record access to hundreds of thousands of patients with vision-threatening chronic eye diseases and partnerships with over 800 eye care specialists in 32 states, Lumata Health is driving better outcomes and reducing cost at scale, one patient at a time.

Position Overview

The Care Coach Team Lead provides coaching, motivation, and enforcement of policies to assigned Care Coach team members. They are responsible for team productivity and adherence to company directives under supervisor's guidance.

In addition to applying, we ask that you complete the required Culture Index assessment sent via email after application submission.

Job Type: Full-time Remote

Schedule

• Monday to Friday
• Must be available for the working hours of: 11:00am - 8:00 pm EST

Pay: $51k-$55k plus bonus potential. There is significant potential to earn more through our bonus structure.

Essential Functions:

Program Operations:

•    Oversee all operations of the continuous care program.
•    Ensure care coaches meet or exceed internal productivity benchmarks.

Policy Adherence:

•    Ensure adherence to company policies and performance expectations.
•    Conduct regular performance reviews based on job duties highlighted in training and provided documentation.

Data Management:

•    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.

Barrier Assessment:

•    Assess and address patient barriers to care, ensuring resources are available.
•    Ensure care coaches are appropriately assessing and addressing barriers to care.

Training and Development:

•    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.

Quality Monitoring:

•    Audit calls per the Quality Monitoring Program to ensure care coaches perform at or above Lumata Health standards.

Daily Operations Management:

•    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.

Technology and Industry Trends:

•  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.

 Communication and Feedback:

• Communicate regularly with other Team Leads, Managers, Directors, and appropriate stakeholders as needed to as necessary to promote healthy exchanges of crucial information.

Other Duties:

• Perform other duties as including but not limited to production as necessary.

Requirements

Qualifications:

• 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.

Preferred Experience:

• 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

At Lumata Health, we know you are more than just an employee. Your health and happiness is important to us. We offer medical insurance for full time employees, 8 paid holidays, and discretionary time off (DTO). As we grow, so will our benefits package. We hope you’ll be a part of that growth!

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

Work Environment:

Lumata is pleased to provide a remote working environment for their team members.  In order to perform the essential functions of this job, remote connectivity is essential.  You will need a dedicated remote workspace with either a cable or fiber optic internet connection offering a minimum of 50 Mbps of download speed and 10 Mbps of upload speed of dedicated internet bandwidth for each person asking your network.  

Your workspace should be private and offer a low noise level conducive with managing frequent professional conversations and virtual meetings.  It is also critical that your workspace be HIPAA compliant.  For example, you will want to ensure access to  your company-issued PC is restricted, as you may be handling confidential patient data at times. You are typically expected to have your camera on during virtual external and internal meetings, therefore, your surroundings should be optimized for privacy.

Our Culture

At Lumata, we foster a dynamic, inclusive, and supportive remote work environment. We prioritize trust, collaboration, and continuous learning, ensuring a healthy work-life balance.

Collaboration: Stay connected through regular team meetings and open communication.

Inclusivity: A diverse team where everyone feels welcome and valued.

Fun Culture: Engage in chats centered around health, wellness, celebrations, and more.

Recognition: Regular feedback, performance incentives, and growth opportunities.

Join Lumata and be part of a forward-thinking, remote-first team where your contributions make a difference, and your well-being is prioritized.

Diversity Creates a Healthier Atmosphere

Lumata Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are an equal opportunity employer that values diversity at all levels.  All individuals are encouraged to apply.  If you need assistance or an accommodation due to a disability, you may contact us at:  [email protected] (no unsolicited resumes please). Applicants must submit an application with Lumata Health to be considered for the position. 

We are an E-Verify employer.

For more information, please click on the following links:

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

**For application status, please email: [email protected] (No phone calls please). Due to an increase in fraudulent activity, please verify any communication is coming from our domain ending in lumatahealth.com, and not a similar domain.

Please be advised that Lumata Health only accepts resumes for compensation from agencies that have a signed agreement with Lumata Health.  Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Lumata Health. In the absence of a signed Recruitment Services Agreement, we will not consider, or agree to, payment of any referral compensation or recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. 

Disclaimer:
This job description is subject to change based on business needs, advancements in regulations, and workflow adjustments. Continuous review and adjustments will be made to ensure alignment with the company's goals and objectives.

The above statements are intended to describe the essential functions of the job being performed by the employees assigned to this classification.  The duties and responsibilities listed are not to be construed as an exhaustive list of all duties, responsibilities and skills required.  All employees may be required to perform duties outside their normal responsibilities from time to time, as needed.  With the evolution of the organization and this role, the responsibilities of this position may change at any time.