Bilingual Inbound Care Coach (Internal Applicants Only)

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 Bilingual Inbound Care Coach, you will play a vital role in providing high-quality care and support to our patients. Your primary duties include managing Spanish and English inbound calls, responding to voicemails, and working closely with fellow care coaches to ensure seamless patient service. Your goal is to deliver prompt and effective care while contributing to the overall success of the patient care team.

Job Type: Full-time Remote

Schedule

• Monday to Friday
• Scheduled Hours: Varied
• Pay: $21.00 - $24.00 per hour

Essential Functions

• Answer inbound calls in Spanish and English, providing excellent customer service and addressing inquiries promptly and professionally.
• Listen to and respond to Spanish and English-language voicemails, ensuring accurate and timely follow-up.
• Document call and voicemail details in the system, maintaining clear and organized records.
• Remain available to respond to inbound patient calls and offer appropriate assistance
• Review and verify patient charts within the EMR system, ensuring all information is accurate and up-to-date
• Assign tasks to care coaches when additional support or information is required, facilitating effective communication among team members
• Provide immediate assistance to patients without requiring them to leave a message
• Conduct initial welcome calls to new patients, ensuring a smooth transition and addressing any immediate needs
• Assist outbound care coaches by managing patient outreach, optimizing their availability for other tasks
• Inform patients of the inbound team's availability for support and assistance
• Contribute to high levels of patient satisfaction through efficient, timely, and exceptional service

Requirements

Required Skills

• Fluency in Spanish and English 
• 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.

Education and Experience

• 2+ years of work experience in eye care
• Certified Ophthalmic Technician (COA) or Certified Ophthalmic Technician (COT/COMT) required
• Proficient with Electronic Medical Record (EMR) systems, preferred

Physical requirements

• Must have a home office that is secure and free of distractions (HIPAA-compliant workspace)
• Prolonged periods of standing, sitting at the desk and working on a computer
• Must be able to hear, speak, call and virtually meet
• Must be able to communicate both verbally and in writing

Benefits

At Lumata Health, we know you are more than just an employee. Your health and happiness is important to us. We offer medical insurance for full time employees, 8 paid holidays, and discretionary time off (DTO). As we grow, so will our benefits package. We hope you’ll be a part of that growth!

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Employee Wellness Program

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. 

We are an E-Verify employer.

For more information, please click on the following links:

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

**For application status, please email: hiring@lumatahealth.com (No phone calls please). Due to an increase in fraudulent activity, please verify any communication is coming from our domain ending in lumatahealth.com, and not a similar domain.

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 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.