[Hiring] Welcome Team Care Coach @Lumata Health Inc

Role Description

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.

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.

• 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

Qualifications

• 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

Requirements

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

Benefits

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

Company Description

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.

• Stay connected through regular team meetings and open communication
• A diverse team where everyone feels welcome and valued
• Engage in chats centered around health, wellness, celebrations, and more
• 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.