Welcome Team Care Coach (Remote - Work From Home COA)

Position: Care Coach - Welcome Team  (Remote - Work From Home COA)

Job Type: Non-exempt - Full-time

Schedule: Monday to Friday

Pay Range: $21-24.50 Hourly

Reports to: Sr Care Coach Team Lead

This role is 100% remote with no face-to-face contact with patients. We have a “remote first” environment and are proud to have team members located nationally.

Summary

The Welcome Team serves as the first point of contact for newly enrolled patients. This role is responsible for delivering a warm, empathetic, and structured onboarding experience designed to build early trust, set expectations, and establish a strong care foundation. Your primary goal will be to ensure that patients receive high-quality care and build rapport at the start of their journey. Top candidates must have the ability to complete the estimated patients per day outlined by leadership, providing encouragement, empathy, and support. This includes meeting established goals, metrics, and expectations outlined for patient caseload management.

Essential Functions

• Conduct high quality onboarding calls
• Engage the patient to reduce the risk of churn and increase retention through patient buy-in.
• Guide patients through the purpose and benefits of the Lumata program
• Perform initial assessments, identifying barriers and any patient specific needs
• Document engagements in alignment with compliance and quality standards
• Reinforce the team-based care model, preparing patients for ongoing support from their assigned Head Care Coach
• Collaborate with Enrollment Specialists to ensure smooth handoff post-enrollment
• Communicate Welcome Team barriers, challenges and opportunities to leadership and ensure the best patient experience.
• Build and maintain positive rapport with patients for the months, providing the best customer experience and ensure a seamless transition to the Head Care Coach.
• Collaborate with Welcome team leadership to develop new ideas and approaches to meet patient and program needs
• Assist in identifying best practices, inefficiencies, operational and communication barriers, and implement solutions to streamline workflows.

Education and Experience

• Minimum of six months, experience of Care Coaching at Lumata Health, one year preferred
• Certified Ophthalmic Technician (COA) or Certified Ophthalmic Technician (COT/COMT) required
• Meeting performance expectations in current role

Skills

Required:

• Demonstrated excellence in patient engagement and care coordination
• Positive audit performance and adherence to quality documentation standards
• Advanced skills in customer service, building rapport and active listening.
• Ability to manage difficult conversations with empathy and professionalism
• Strong written and verbal communication skills
• Proficient with Electronic Medical Record (EMR) systems, preferred
• Must have the ability to balance patient care responsibilities with program-building tasks.
• Passion for helping others and a genuine desire to improve patient outcomes and experiences.

Preferred:

• Strong ability to develop new ideas and approaches for program needs
• Ability to assist in identifying best practices, inefficiencies, operational and communication barriers, and implement solutions to streamline workflows.
• Ability to adjust to changing circumstances or feedback during program development.

Physical requirements

• Must have a home office that is secure and free of distractions (HIPAA-compliant workspace)
• Prolonged periods of sitting at a 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

Who we’re looking for:

• Mission driven
• Curious
• Loves learning and developing skills
• Team player (though we understand you need focus time, too)

Work Environment

In order to perform the essential functions of this job, you must have a dedicated remote workspace, and a wireless connection with a minimum of 50 Mbps of download speed and 10 Mbps of upload speed of dedicated internet bandwidth for each person working from home; the workspace is private and has low to no noise level as you will be on phone calls with patients. It is very important that your workspace is HIPAA compliant; your company issued laptop/pc must maintain visibility that only you can access as you'll be handling patient data. You are also expected to have your camera on during virtual meetings, therefore, you must be in a designated workspace/room for privacy.

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.

Benefits

At Lumata Health, we know you are more than just an employee. As we grow, so will our benefits package. We hope you’ll be a part of that growth!

• Medical, Dental and Vision
• Paid time off
• Parental leave
• ... more additional benefits

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.

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: hr@lumatahealth.com (no unsolicited resumes please). Applicants must submit an application with Lumata Health to be considered for the position.

Important Notice:

This position does not require a credit report or the submission of any financial information during the application process. Official communications regarding applications and positions will only be sent from an email address ending in @lumatahealth.com. If you receive any communication about your application from an email not ending in @lumatahealth.com, it is fraudulent. Below are some website options where you can report such activity: consumerfinance.gov, reportfraud.ftc.gov, ic3.gov, https://www.usa.gov/where-report-scams

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.