Patient Care Coach

About the Opportunity:

The Care Coach supports patients using Durable Medical Equipment (DME) to enhance therapy adherence, device utilization, and health outcomes. This role involves patient coaching, data monitoring, documentation, and collaboration to provide a seamless experience for individuals managing chronic conditions.

The Lead, Patient Care Coach drives operational excellence, mentors team members, resolves escalations, and ensures compliant, patient-centered service. The Lead collaborates across departments to identify process improvements and supports training initiatives to improve team performance.

Responsibilities:

• Mentor and coach patients on device use, including PAP, CGM, and other technologies.

• Educate patients on proper device use, benefits, and maintenance.

• Use motivational interviewing, cognitive-behavioral, and desensitization techniques to overcome resistance.

• Provide emotional support to encourage patient engagement and therapy success.

• Monitor adherence and usage data via device software and apps.

• Deliver feedback, motivation, and interventions based on adherence trends.

• Coordinate follow-up to address compliance issues, troubleshoot equipment, and ensure appointments.

• Accurately document patient interactions, device data, and communications in the EMR system.

• Maintain records including payer information, authorizations, coverage limits, and requalification status.

• Ensure documentation meets billing, compliance, and reporting standards.

• Collaborate with local branches, clinical staff, resupply teams, and physician offices to resolve patient needs.

• Obtain and document follow-up notes from physicians for billing and adherence.

• Educate internal teams and external partners on documentation and adherence standards.

• Participate in team meetings, training, and compliance programs.

• Share knowledge and mentor team members to foster collaboration.

• Follow HIPAA and confidentiality policies.

• Complete compliance training and continuing education.

• Manage multiple tasks including call volumes and real-time record updates.

• Perform other duties to support patient care and organizational goals.

Lead Responsibilities:

• Perform all Patient Care Coach duties including outreach, education, documentation, troubleshooting, and compliance coaching.

• Mentor, guide, and oversee Care Coach team members.

• Identify team member strengths and development needs; report to management.

• Respond to internal coaching requests via SME queue, communicator, and email.

• Resolve escalations and coordinate with business partners while maintaining patient communication.

• Participate in mentoring, training, and knowledge sharing activities.

• Evaluate business operations and recommend improvements.

• Identify technical solutions to enhance performance and efficiency.

• Demonstrate and document process improvement techniques.

• Develop and maintain reference materials and facilitate information sharing.

• Coach team on system navigation for patient and call information.

• Support onboarding and training of new employees.

• Assist team members with challenges during patient interactions.

• Collaborate with physician offices, sales, and support staff for timely, compliant documentation.

• Ensure compliance with the organization’s Compliance Program and complete required training.

• Accurately enter payer information, authorizations, coverage limits, and requalification data.

• Maintain reference materials and best practices.

• Build relationships with branches and teams to achieve shared goals.

• Identify trends and provide feedback to improve documentation and service.

• Stay current on HME products, services, and insurance guidelines.

• Flexibility to work outside standard business hours as needed.

Requirements:

• Experience with motivational interviewing, behavioral coaching, or patient education preferred.

• Knowledge of chronic conditions supported by DME such as sleep apnea, diabetes, respiratory disorders, with associated therapies and devices.

• Ability to provide empathetic, patient-centered support including active listening, emotional encouragement, and conflict resolution.

• Familiarity with device compliance reporting, data analytics, and remote monitoring tools.

• Technical aptitude for device functionality, troubleshooting, and usage data interpretation.

• Strong analytical and decision-making skills.

Note:

“RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.”