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.

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