Continuous Care Coach (Remote - Work From Home COA)

Description

Continuous Care Coach (Remote - Work From Home)

Pay: $21.00 - $24.50/hr

Schedules: Monday - Friday 

Location: Remote - Work From Home

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.

Are you an ophthalmology professional looking for a fully remote position where you can contribute to the mission of combating preventable blindness and improving lives? Join us in helping patients preserve their vision and live healthier, longer lives through personalized, timely, and intelligent care. This could be the perfect opportunity for you! 

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. These debilitating diseases are 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 doing so requires tailored, timely, and intelligent engagement throughout the patient’s lifelong care journey. That’s where Lumata comes in.

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 coaches. Lumata takes a holistic approach to care—combining behavioral and psychosocial information with clinical data to create tailored, high-impact patient engagements. In addition to promoting adherence, we help patients overcome barriers to care by assisting 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 1,400 eye care specialists in 34 states, Lumata Health is helping people affected by chronic eye conditions live healthier, longer lives. 

We’re looking for caring and committed teammates to join our mission of helping people see the world. If you’re passionate about stopping preventable blindness, we hope you’ll apply.

Position Overview: As a Continuous Care Coach, you will be responsible for assessing, coordinating, and managing the care needs of patients with chronic eye diseases. You will work closely with patients, their families, healthcare providers, and our internal teams to develop and implement personalized care plans that address their specific requirements. Your primary goal will be to ensure that patients receive high-quality care and support throughout their journey. Top candidates will have the ability to enthusiastically interact with up to 15 patients per day to provide encouragement, empathy, and support. This includes meeting established goals, metrics, and expectations outlined for patient caseload management.

Essential Functions

• Manage the patient caseload and communicate as frequently as necessary, based on assessing the patient need
• Communication and engagement with patient, family members, guardian or caretaker, surrogate decision makers, and/or other professionals regarding aspects of care
• Communication with home health agencies and other community services utilized by the patient
• Collection of health outcomes data and registry documentation
• Patient and/or family/caregiver education to support self-management, independent living, and activities of daily living
• Assessment and support for treatment regimen adherence and medication management
• Identification of available community and health resources
• Facilitating access to care and services needed by the patient and/or family
• Ongoing review of patient status, including review of laboratory and other studies not reported as part of an E/M service
• Development, communication, and maintenance of a comprehensive or disease-specific care plan
• Use motivational interviewing to assess and address any barriers their patients may be experiencing and work in a holistic manner to help resolve these barriers
• Must be able to work flexibility within it but we do require you work during normal business hours in your patients’ time zone
• Must have the ability to interact with up to 15 patients per day to provide encouragement, empathy, and support
• 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 assigned to support Lumata Health’s goals and objectives.

Requirements

Education and Experience

• 2+ years of work experience in eye care preferred
• MUST have active Certified Ophthalmic Assistant (COA) or Certified Ophthalmic Technician (COT/COMT) designation- Required
• Proficient with Electronic Medical Record (EMR) systems, preferred

Required Skills

• Ability to work in a team environment with very little supervision
• Outstanding communication skills, both written and verbal
• Excellent organizational skills
• Excellent customer service, interpersonal and communication skills
• Excellent time management skills with the ability to meet deadlines
• Strong consultative skills, ability to provide guidance to patients
• Ability to provide feedback and insights to contribute to patients
• Ability to work across various time zones, effectively work remote with reliable WIFI allowing for consistent conferencing/calls.
• Ability to consistently phone conference as the position requires and when needed.

Required Pre-Hire Computer Skills 

Care Coaches must be proficient with Windows and Google Chrome, including using a mouse, keyboard, and touchpad; copying and pasting between applications; opening links in new tabs or windows; and navigating multiple windows and tabs arranged side by side to cross-reference information. They must be comfortable locating, opening, saving, renaming, and organizing files and attachments in File Explorer; taking screenshots; bookmarking websites; and using browser navigation tools (back, forward, and refresh) without losing unsaved work. Care Coaches must also be able to independently troubleshoot basic connectivity issues and resolve minor computer, browser, and settings issues.

Preferred Skill: Typing speed of 40 or more words per minute (WPM).

Physical, Sensory, and Cognitive Requirements 

 (with or without reasonable accommodation for applicants and employees) 

Physical

• Sit for extended periods (typically 6–8 hours per day, with scheduled breaks).
• Use a keyboard, mouse, and headset for extended periods. Typing is a frequent, repetitive task. Alternative input devices are acceptable.
• Occasionally lift, move, or set up equipment such as a laptop, monitor, or headset (up to ~10–15 lbs).

Visual

• Read and interpret on-screen text, charts, and data across multiple monitors or windows for extended periods.
• Visually distinguish alerts, status indicators, and call queue notifications, or use assistive technology (screen reader, magnification, high-contrast settings) to do so.

Physical Hearing and Speech

• Understand and respond to patients and colleagues in real time by phone and video, using a headset, captioning, or other assistive technology as needed.
• Speak clearly enough to be understood by patients over the phone, or use an approved alternative communication method.

Cognitive and Communication

• Process information from several sources at once and shift quickly between tasks and systems.
• Maintain accuracy and attention to detail with sensitive health information.
• Remain composed and professional with patients who may be anxious, upset, or in distress.
• Follow written and verbal procedures, scripts, and workflows.
• Communicate clearly in writing, including documentation, chat, and email.
• Retain and apply training on systems, policies, and compliance requirements.

Work Environment and Technology Requirements 

In order to perform the essential functions of this job, you must have a dedicated private workspace where conversations cannot be overheard and screens cannot be viewed by others.  Reliable internet with a minimum of 50 Mbps of download speed and 10 Mbps of upload speed of dedicated internet bandwidth dedicated to your work from home.  A wired connection is preferred. The workspace must be private and has low to no noise level as you will be on phone calls with patients, meeting call quality standards. Your workspace must allow compliance with HIPAA and company security policies; your company issued laptop/pc must maintain visibility that only you can access as you'll be handling patient data. The camera must be on during virtual meetings, with a professional or neutral background.

Who we’re looking for:

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

Why Join Us? 

At Lumata Health, you’ll be part of a forward-thinking team that is dedicated to reshaping the future of healthcare. We offer comprehensive benefits, and opportunities for professional development. Join us in making a significant impact on patient care and engagement.

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.

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

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 describes the general nature and level of work performed and is not an exhaustive list of duties, responsibilities, or qualifications. Essential functions are determined by Lumata Health based on business needs. Duties may be modified or reassigned, and employees may be asked to perform other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This document is not an employment contract, and it does not alter any at-will employment relationship [if applicable in your state]. This description will be reviewed periodically and may change based on business needs, regulatory changes, and workflow adjustments.