• Answer complex customer inquiries and issues via phone, email, and chat with a focus on first-contact resolution • Prioritize the customer relationship by listening and responding with empathy • Demonstrate patience and clear communication when assisting customers from diverse cultural backgrounds • Provide detailed information about insurance products, policies, and processes • Explain complex insurance terms and concepts to customers in an understandable manner • Analyze and resolve customer inquiries and complaints, ensuring a high level of customer satisfaction • Collaborate with other departments to resolve complex issues and improve processes • Handle back-office processing tasks including policy updates, documentation, and data entry • Process customer payments accurately and efficiently, including handling billing inquiries and resolving payment issues • Maintain up-to-date knowledge of company policies, products, and services • Document all customer interactions and maintain accurate records in the CRM system • Troubleshoot and resolve technical issues related to the online portal and app usage, including login issues, navigation, and other technical support • Promote the use of self-service and online tools to customers, educating them on the benefits and functionalities • Support operational strategies to improve customer retention and reduce churn • Conduct follow-up calls and communications, when necessary, to ensure customer satisfaction and address any ongoing concerns • Identify trends in customer feedback and provide insights to improve the overall customer experience • Understand the impact of individual Key Performance Indicators (KPIs) and set challenging development goals to support individual and team success • Meet or exceed established KPIs, such as customer satisfaction, productivity metrics and service quality • Assist in training and mentoring new team members, where necessary • Participate in regular team meetings and contribute to continuous improvement initiatives • Cultivate self-awareness by proactively seeking feedback and acting upon it

• Process standard claims accurately and within SLA • Maintain detailed claim documentation, photos, and communication logs • Provide high-quality customer service to contract holders and repair facilities • Accurately enter and update customer information, interactions, and case details in applicable CRM • Collaborate effectively with other team members, other departments as well to coordinate customer support efforts and resolve issues • Achieve call, QA, and attendance metrics • Follow established workflows, and escalation processes • Handle and resolve customer complaints in a professional and timely manner. • Develop and maintain a thorough understanding of the company's products, services, policies, and procedures.

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. As a Continuous Care Coach, you will be responsible for assessing, coordinating, and managing the care needs of patients with chronic eye diseases. Your primary goal will be to ensure that patients receive high-quality care and support throughout their journey. - Manage the patient caseload and communicate as frequently as necessary, based on assessing the patient need. - Engage with patients, family members, guardians, caretakers, surrogate decision makers, and other professionals regarding aspects of care. - Communicate with home health agencies and other community services utilized by the patient. - Collect health outcomes data and registry documentation. - Educate patients and/or family/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. - Facilitate 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. - Develop, communicate, and maintain a comprehensive or disease-specific care plan. - Use motivational interviewing to assess and address any barriers patients may be experiencing. - Work flexibly during normal business hours in your patients’ time zone. - 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. - Perform other duties as assigned to support Lumata Health’s goals and objectives. Qualifications - 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. - Ability to consistently phone conference as the position requires. Requirements - 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. - Must have a home office or HIPAA-compliant workspace. - Prolonged periods of sitting at a 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 - Medical, Dental and Vision. - Paid time off. - Parental leave. - ... more additional benefits.

• Under the supervision of the Field Supervisor, the Field Case Manager is responsible for managing various aspects of program service coordination for patients who have been prescribed medication by physicians. • The Field Case Manager will provide program support services to patients and clinics which may include, but are not limited to, training clinics on program services and securing insurer coverage for medications under private and provincial plans. • In addition, the Field Case Manager will ensure patients have timely access to their prescribed medications and will provide ongoing support to patients and clinics by leveraging excellent communication skills and available resources. • Deliver patient support program services (in-clinic and virtual) within the assigned territory. • Use PSP-related applications and software to complete reports, enrollment forms, reimbursement forms, and perform other program functions. • Assist the PSP with medication dose reconciliation (comparing the patient's current medications to their medical history). • Proactively evaluate PSP services and recommend changes to improve outcomes and service quality. • Complete relevant reports, such as timesheets, expense reports, mileage claims, and validate CRM system reports in accordance with established program procedures.