Continuous Care Coach (Remote - Work From Home COA)

Lumata Health•Houston, TX

6d•Remote

About The Position

The Continuous Care Coach assesses, coordinates, and manages care needs for patients with chronic eye diseases. Working with patients, families, healthcare providers, and internal teams, the coach develops and implements personalized care plans to support high-quality care throughout each patient’s care journey. The role is fully remote, with no face-to-face patient contact, and requires working during normal business hours in the patients’ time zones. Coaches may interact with up to 15 patients per day and are expected to meet established caseload-management goals, metrics, and expectations. Lumata Health provides data-driven virtual care management for people with chronic eye conditions, including glaucoma, diabetic retinopathy, and age-related macular degeneration. Its care approach combines clinical data with behavioral and psychosocial information to support personalized patient engagement and address barriers such as financial assistance, prescriptions and refills, insurance, transportation, understanding care plans, and coordination with other providers. The position requires an active Certified Ophthalmic Assistant (COA) or Certified Ophthalmic Technician (COT/COMT) designation. Candidates should be comfortable with remote patient communication, electronic medical records, and the computer skills needed to navigate multiple applications and organize files. The employee must have a private, low-noise home workspace that complies with HIPAA and company security policies, plus reliable internet meeting the specified speed requirements.

Requirements

Active Certified Ophthalmic Assistant (COA) or Certified Ophthalmic Technician (COT/COMT) designation; required.
Ability to work in a team environment with very little supervision.
Outstanding written and verbal communication skills.
Strong organizational, customer service, interpersonal, and time-management skills, including the ability to meet deadlines.
Strong consultative skills and ability to provide guidance and feedback to patients.
Ability to work across time zones and work remotely with reliable Wi-Fi for conferencing and calls.
Ability to participate in phone conferences consistently as the position requires.
Proficiency with Windows and Google Chrome, including using a mouse, keyboard, and touchpad; copying and pasting between applications; managing multiple windows and tabs; navigating browser tools; and cross-referencing information.
Ability to locate, open, save, rename, and organize files and attachments in File Explorer; take screenshots; and bookmark websites.
Ability to independently troubleshoot basic connectivity issues and minor computer, browser, and settings problems.
Ability to work during normal business hours in patients’ time zones.
Ability to maintain a dedicated private workspace where conversations cannot be overheard and screens cannot be viewed by others, with low to no noise and compliance with HIPAA and company security policies.
Reliable home internet with at least 50 Mbps download and 10 Mbps upload speed dedicated to work; a wired connection is preferred.
Ability to keep the company-issued computer visible and accessible only to the employee while handling patient data.
Ability to keep the camera on during virtual meetings with a professional or neutral background.
Ability to sit for extended periods, typically 6–8 hours per day with scheduled breaks, and use a keyboard, mouse, and headset for extended periods.
Ability to read and interpret on-screen text, charts, and data across multiple monitors or windows and distinguish alerts and call-queue notifications, with assistive technology if needed.
Ability to understand and respond to patients and colleagues in real time by phone and video, and to speak clearly enough to be understood or use an approved alternative communication method.
Ability to process information from multiple sources, shift between tasks and systems, maintain accuracy with sensitive health information, remain composed with distressed patients, follow procedures and workflows, communicate clearly in writing, and retain and apply training on systems, policies, and compliance requirements.

Nice To Haves

At least 2 years of work experience in eye care.
Proficiency with Electronic Medical Record (EMR) systems.
Typing speed of 40 or more words per minute (WPM).

Responsibilities

Manage a patient caseload and communicate with patients as frequently as their assessed needs require.
Communicate with patients, family members, guardians, caretakers, surrogate decision-makers, and other professionals about aspects of care.
Communicate with home health agencies and other community services used by patients.
Collect health outcomes data and complete registry documentation.
Educate patients and families or caregivers to support self-management, independent living, and activities of daily living.
Assess and support treatment-regimen adherence and medication management.
Identify available community and health resources and facilitate access to needed care and services.
Review patient status on an ongoing basis, including laboratory and other studies not reported as part of an E/M service.
Develop, communicate, and maintain comprehensive or disease-specific care plans.
Use motivational interviewing to identify and address barriers to care, taking a holistic approach to resolving them.
Provide encouragement, empathy, and support while managing interactions with up to 15 patients per day and meeting caseload goals and metrics.
Communicate with Team Leads, Managers, Directors, and relevant stakeholders to support the exchange of important information.
Perform other duties as assigned to support Lumata Health’s goals and objectives.