Director of Support Services

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. The prevalence of these debilitating diseases is 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 it requires tailored, timely, intelligent patient engagement throughout the patient’s lifelong care journey.

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 coordinators. Lumata takes a holistic approach to care—combining behavioral and psychosocial information with clinical data to create tailored, high-impact touchpoints. In addition to promoting compliance, we help patients 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 800 eye care specialists in 32 states, Lumata Health is driving better outcomes and reducing cost at scale, one patient at a time.

Position Overview

The Director of Support Services is responsible for overseeing and managing a diverse team focused on patient acquisition, patient marketing and retention, billing support, and data entry in both Lumata and clients EMRs. The Director will provide strategic leadership, ensuring effective management and development of the non-clinical frontline team while fostering a collaborative and positive work environment. This role is essential in executing our vision through collaboration with senior management and ensuring the highest standards of patient engagement and operational efficiency.

Job Type: Full-time

Compensation: $95,000 to $105,000

Remote: Yes

(Occasional travel may be necessary)

Responsibilities:

Leadership & Management

• Directly oversee a team of managers responsible for patient acquisition, patient marketing and retention, billing support, and claims encounter creation.
• Provide strategic leadership and guidance to ensure effective management and development of the non-clinical frontline team. ○ Foster a collaborative and positive work environment that promotes continuous improvement and excellence in patient engagement.
• Develop and nurture a robust remote culture.
• Provide mentorship and development opportunities within the organization.
• Advocate for continuous care support services/resources at a senior management level.
• Execute Lumata’s vision through collaboration with the President and Director of Clinical Operations.
• Cultivate leadership skills within the team by providing training and succession planning

Operational Oversight

• Ensure efficient and effective day-to-day operations of chronic care management support services.
• Implement and monitor processes to ensure compliance with healthcare regulations and standards.
• Develop and execute strategies to enhance patient care and operational efficiency.
• Plan clinical headcount and hiring needs to meet program workload demands.

Patient Acquisition

• Collaborate closely with the patient acquisition team to ensure seamless integration of new patients into care programs.
• Develop strategies to enhance patient engagement and satisfaction.
• Monitor patient acquisition metrics and work with the relevant teams to drive improvements.
• Work closely with Customer Success to ensure operational priorities are aligned with client expectations.
• Oversee the process for verifying patient eligibility for the chronic care management program.

Patient Marketing

• Oversee the development and execution of marketing strategies to attract and engage patients with chronic eye conditions.
• Create targeted campaigns and promotional materials.

Patient Retention

• Design and implement programs aimed at retaining patients and improving their long-term engagement with our chronic care management programs.
• Analyze patient feedback and data to identify areas for improvement and enhance patient satisfaction.

Billing Support

• Oversee and manage the resolution of patient billing issues.
• Collaborate with the Customer Success team to address discrepancies and implement corrective measures. ○
• Streamline billing processes to reduce errors and improve efficiency

EMR Access Management for Care Coaches

• Oversee the management of electronic medical records (EMR) access for care coaches.
• Ensure compliance with privacy and security regulations while facilitating efficient access to patient information.
• Implement and oversee regular audits to ensure ongoing compliance and data integrity.

Data Entry

• Supervise the entry of patient data into client EMR, including billing encounter creation, enrollment status, etc.
• Coordinate with the data entry team to streamline the data entry process and minimize errors.
  

Requirements

• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field.
• Minimum of 7 years of experience in healthcare management, with a focus on chronic care management.
• Proven experience managing services and operations in a healthcare setting.
  

Skills & Competencies:

• Strong leadership and interpersonal skills.
• Excellent organizational and problem-solving abilities.
• Exceptional communication and presentation skills.
• Proven experience implementing workflows and process improvements in a growing organization.
• Experience hiring and developing talent, preferably in a remote setting.
• Proven track record of driving measurable efficiency results.
• Demonstrated ability to meet goals in a rapidly changing environment.
• Excellent data and analytical skills.
• Proven ability to leverage technology to optimize clinical processes and improve outcomes.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

Skills & Competencies:

• Building a team within a rapidly growing healthcare service startup
• Managing a team of remote professionals
• Managing frontline health workers
• Eye care industry
• Healthcare services
• Experience with digital health initiatives, including telemedicine, digital health platforms, or health information technology.

Work Environment:

In order to perform the essential functions of this job, you must have a dedicated remote workspace, with either a cable or fiber optic internet connection with a minimum of 50 Mbps of download speed and 10 Mbps of upload speed of dedicated internet bandwidth for each person working from home; the workspace is private and has low to no noise level as you will be on phone calls with clients. It is very important that your workspace is HIPAA compliant; your company issued laptop/pc must maintain visibility that only you can access as you'll be handling patient data. You are also expected to have your camera on during virtual meetings, therefore, you must be in a designated workspace/room for privacy.

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

Professional development within organization

Referral program

Vision insurance

Employee Wellness Program

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 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: [email protected] (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.