Patient Care Coach

Position Summary :

The Care Coach plays a vital role in supporting patients across all Durable Medical Equipment (DME) product lines to improve therapy adherence, device utilization, and health outcomes. This position combines patient coaching, data monitoring, documentation, and cross-functional collaboration to ensure a seamless and supportive experience for individuals managing chronic conditions.

The Care Coach provides personalized education and emotional support, monitors device usage and compliance data, and coordinates with internal teams and external partners to resolve patient needs. This role requires strong communication, technical aptitude, and a patient-centered mindset to empower individuals in their therapy journey while ensuring compliance with regulatory and organizational standards.

The Lead, Patient Care Coach helps to drive operational excellence, serves as a mentor and subject matter expert (SME), guiding team members, resolving escalations, and ensuring consistent, compliant, and patient-centered service delivery. The Lead will collaborate across departments, identify process improvement opportunities, and support training and development initiatives to elevate team performance.

Essential Functions and Job Responsibilities :

• Provide one-on-one mentoring and coaching to patients on device use, including PAP, CGM, and other applicable technologies.
• Educate patients on proper use, benefits, and maintenance of devices.
• Utilize motivational interviewing, cognitive-behavioral techniques, and desensitization strategies to overcome resistance or discomfort.
• Offer emotional encouragement and empathy to support patient engagement and therapy success.
• Monitor patient adherence and usage data via device software and apps.
• Provide timely feedback, motivation, and interventions based on adherence trends.
• Coordinate follow-up with patients to address compliance issues, troubleshoot equipment, and ensure scheduled appointments with healthcare providers are met.
• Accurately document all patient interactions, device data, and communications in the EMR system.
• Maintain up-to-date records including payer information, authorization requirements, coverage limitations, and requalification status.
• Ensure documentation meets billing, compliance, and internal reporting standards.
• Work closely with local branches, clinical staff, resupply teams, and physician offices to resolve patient needs and ensure continuity of care.
• Obtain and document follow-up notes from physician offices for billing and adherence purposes.
• Educate internal teams and external partners on documentation requirements and adherence standards.
• Participate in team meetings, training, and compliance education programs.
• Share knowledge and mentor team members to foster a collaborative and informed work environment.
• Ensure all activities are conducted in accordance with HIPAA and company confidentiality policies.
• Complete all required compliance training and continuing education programs.
• Manage multiple tasks efficiently, including handling call volumes and updating records in real time.
• Perform other related duties, as assigned to support patient care and organizational goals.

Lead Responsibilities :

Competency, Skills and Abilities :

Requirements

Education and Experience Requirements :

One (1) year of work-related experience

One (1) year of work-related experience plus

Two (2) years exact job experience

One (1) year of work-related experience plus

Four (4) years exact job experience

Physical Demands and Work Environment :

Salary Description

$22-$26 / hr DOE