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:

• Perform all core/essential duties of a Patient Care Coach, including patient outreach, adherence education, documentation, equipment troubleshooting, and compliance coaching.
• Provide mentorship, guidance, and oversight to Care Coach Team.
• Identify individual team member strengths and development opportunities, report findings to supervisors/management.
• Respond to internal coaching requests via SME queue, office communicator, and email.
• Assume responsibility for resolving escalations, coordinating with business partners while maintaining consistent communication with patients.
• Actively participate in team activities, including mentoring, training, and knowledge sharing.
• Apply subject expertise to evaluate business operations and recommend improvements.
• Identify areas where technical solutions can enhance performance and efficiency.
• Demonstrate and document techniques to streamline production processes.
• Assist in developing and maintaining reference materials and facilitate information sharing across teams.
• Coach team members on navigating systems to locate patient and call-related information.
• Support onboarding and training of new employees.
• Provide ongoing assistance to team members encountering challenges during patient interactions.
• Collaborate with physician offices, sales, and support staff to ensure timely and compliant documentation.
• Ensure compliance with AdaptHealth's Compliance Program and complete required training.
• Accurately enter data into systems, including payer information, authorization requirements, coverage limitations, and requalification status.
• Assist in developing and maintaining reference materials and best practices.
• Build and maintain relationships with branches and other teams to achieve shared goals.
• Identify trends and provide feedback to improve documentation and service delivery.
• Maintain current knowledge of HME products, services, and insurance guidelines.
• Flexibility to work outside standard business hours as needed.

Competency, Skills and Abilities:

• Prior experience in motivational interviewing, behavioral coaching, or patient education, preferred.
• Foundational knowledge of chronic conditions commonly supported by DME (e.g., sleep apnea, diabetes, respiratory disorders), and associated therapies and devices.
• Ability to provide empathetic, patient-centered support, including active listening, emotional encouragement, and conflict resolution.
• Familiarity with device compliance reporting tools, data analytics platforms, and remote monitoring technologies.
• Technical aptitude for understanding device functionality, troubleshooting issues, and interpreting usage data.
• Strong analytical and decision-making skills with attention to detail and accuracy.
• Excellent verbal and written communication skills for interacting with patients, providers, and internal teams.
• Ability to collaborate effectively across departments, including clinical, operational, and administrative teams.
• Experience educating internal and external stakeholders on documentation, adherence standards, and best practices.
• Proficient in Microsoft Office and comfortable using digital tools, apps, EMR systems, and telehealth platforms.
• Ability to manage multiple tasks in a fast-paced environment, prioritize effectively, and adapt to changing workflows.
• Skilled in identifying problems, evaluating options, and implementing solutions independently or collaboratively.
• Understanding of HIPAA regulations and commitment to maintaining patient confidentiality.
• Ability to accurately document patient interactions, device data, and communications in compliance with company and regulatory standards.
• Completion of required compliance training and continuing education programs.

Requirements:

Education and Experience Requirements:

• High school diploma or equivalent required; Associate's degree in healthcare administration, Business Administration, or related field preferred
• Related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry.
• Exact job experience is health care organization, pharmacy that routinely bills insurance or provides Diabetics, Medical Supplies, HME, Pharmacy or healthcare (Medicare certified) services
• Entry Level:

One (1) year of work-related experience

• Senior Level:

One (1) year of work-related experience plus

Two (2) years exact job experience

• Lead Level:

One (1) year of work-related experience plus

Four (4) years exact job experience

Physical Demands and Work Environment:

• Primarily office-based with extended periods of sitting and computer use.
• Requires mental alertness and the ability to communicate with empathy and professionalism.
• Work environment may be stressful at times, as overall office activities and work levels fluctuate
• Must be able to bend, stoop, stretch, stand, and sit for extended periods of time
• Subject to long periods of sitting and exposure to computer screen
• Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use
• Must be able to lift 30 pounds as needed
• Excellent ability to communicate both verbally and in writing
• May be exposed to angry or irate customers or patients