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

Mission drivenPosition: Care Coach - Welcome Team (Remote - Work From Home COA)Job Type: Non-exempt - Full-timeSchedule: Monday to FridayPay Range: $21-24.50 HourlyReports to: Sr Care Coach Team LeadThis 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 FunctionsConduct high quality onboarding callsEngage 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 programPerform initial assessments, identifying barriers and any patient specific needsDocument engagements in alignment with compliance and quality standardsReinforce the team‐based care model, preparing patients for ongoing support from their assigned Head Care CoachCollaborate with Enrollment Specialists to ensure smooth handoff post‐enrollmentCommunicate Welcome Team barriers, challenges and opportunities to leadership and ensure the best patient experienceBuild and maintain positive rapport with patients for the months, providing the best customer experience and ensure a seamless transition to the Head Care CoachCollaborate with Welcome team leadership to develop new ideas and approaches to meet patient and program needsAssist in identifying best practices, inefficiencies, operational and communication barriers, and implement solutions to streamline workflowsEducation And ExperienceMinimum of six months, experience of Care Coaching at Lumata Health, one year preferredCertified Ophthalmic Technician (COA) or Certified Ophthalmic Technician (COT/COMT) requiredMeeting performance expectations in current roleSkills RequiredDemonstrated excellence in patient engagement and care coordinationPositive audit performance and adherence to quality documentation standardsAdvanced skills in customer service, building rapport and active listening.Ability to manage difficult conversations with empathy and professionalismStrong written and verbal communication skillsProficient with Electronic Medical Record (EMR) systems, preferredMust 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.PreferredStrong ability to develop new ideas and approaches for program needsAbility 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 RequirementsMust 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 computerMust be able to hear, speak, call and virtually meetMust be able to communicate both verbally and in writingWho We're Looking ForMission drivenCuriousLoves learning and developing skillsTeam 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.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.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 VisionPaid time offParental leave... more additional benefitsOur 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.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-scamsDisclaimer 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.PI283189148#J-18808-Ljbffr