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

Lumata Health•Chicago, IL

1d•Remote

About The Position

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. This role is 100% remote with no face-to-face contact with patients, operating in a “remote first” environment with team members located nationally.

Requirements

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

Nice To Haves

One year experience of Care Coaching at Lumata Health
Proficient with Electronic Medical Record (EMR) systems
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.

Responsibilities

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.