Company overview: Lumina Care is focused on unifying, coordinating, and managing care for geriatric patients in nursing facilities and at home. We offer a range of services to improve health outcomes and quality of life for patients, including after-hours telehealth, transitional care, chronic care, remote patient monitoring, behavioral health, and telehealth psychiatry.
Job title: Client Success Lead
Purpose/Summary: The Client Success Lead is responsible for owning and growing strategic relationships with Lumina Care’s skilled nursing and senior living partners. This role acts as the primary relationship owner for assigned facilities and regional leadership, ensuring clients realize measurable value from Lumina’s clinical programs.
Role & Core Responsibilities:
Client Relationship Ownership:
- Serve as the primary strategic relationship owner for assigned facility groups and regional leadership teams.
- Build trusted partnerships with administrators, Directors of Nursing, and corporate leadership across skilled nursing organizations.
- Conduct onsite facility visits and regional leadership meetings to strengthen relationships and ensure program success.
- Function as a trusted advisor, helping facilities leverage Lumina’s programs to address operational and clinical challenges.
Program Adoption & Optimization:
Drive adoption and utilization of Lumina’s clinical programs including:
- After-Hours Telehealth (AHTH), Care Management Services (CCM, BHI, CoCM), Tele-Psych, Transitional Care Management (TCM), Remote Patient Monitoring (RPM) and additional value-based programs.
- Ensure facility staff and regional leadership know and understand the Lumina Care programs being delivered in their facilities and work to ensure seamless delivery of those programs.
- Monitor program performance and utilization data to identify opportunities to reduce hospitalizations, improve care coordination, and increase engagement from facility staff.
Proactive Client Engagement:
- Conduct regular client reviews with facility and regional leadership.
- Identify when an onsite visit is necessary to nourish relationships and improve engagement, then complete the visit.
- Provide insights and reporting on performance metrics, clinical outcomes, and operational improvements.
- Anticipate client needs and proactively introduce innovative solutions, workflows, or program enhancements.
Implementation & Expansion::
- Support the successful launch of new facilities and program rollouts.
- Assist in the gathering and uploading of necessary facility information to assist in seamless care coordination across care programs.
- Coordinate internally with operations and clinical teams to ensure seamless onboarding.
- Identify opportunities to expand Lumina services within existing client portfolios.
Reporting & Strategic Insights:
- Track client engagement, program utilization, and performance metrics.
- Deliver actionable insights to both clients and internal leadership.
- Identify trends across facilities that can inform product improvements and operational strategy.
- Follow up and re-educate when services are not being appropriately utilized, such as Lumina 360.
Cross Functional Collaboration:
- Partner with the business development, operations, and clinical teams to communicate updates and needs to build strong facility and regional relationships.
- Alert Sr. Leadership when potential areas of concern are identified and assist in the development and implementation of plans to address concerns.
The listed responsibilities are not an exhaustive list and may contain other duties as assigned. Consistent with the Americans with Disabilities Act (ADA), it is the policy of Lumina Care to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.
Qualifications & Experience:
- 5+ years of experience in client success, account management, healthcare operations, or healthcare technology partnerships
- Experience working with skilled nursing facilities, post-acute care, or senior living organizations strongly preferred.
- Familiarity with healthcare delivery in post-acute care environments
- Understanding of telehealth, care management programs, or value-based care models is highly preferred.
Skills:
- Exceptional relationship-building and communication skills
- Ability to influence stakeholders at facility, regional, and executive levels.
- Strong problem-solving and strategic thinking abilities
- Highly proactive and organized with strong follow-through.
Education:
- Bachelor’s degree in healthcare administration, business, or a related field preferred.
Working conditions:
A designated, secure, and private home workspace is required for this remote role to ensure compliance with HIPAA and company privacy and security policies. This workspace must support confidential patient communications and prevent unauthorized access to protected health information. Typing is required and you will be required to use Company approved virtual technology to visualize patients during visits. A personally owned computer used for this role must meet all company-mandated security and encryption requirements as defined by the IT team. Company-provided security software, including platforms for patient video consultations, may need to be installed to ensure the device remains compliant with organizational data protection standards. Periods of prolonged sitting or standing can be expected.
Additional travel requirements:
This role requires travel to support client relationships, implementations, and other client-related business needs. Travel frequency will vary based on client and organizational policies.
Compensation: $115,000 - $130,000 per year. Compensation is determined based on market range, experience, skills, education, and qualifications.
List of other benefits:
We offer a comprehensive and competitive benefits package to support our employees, including:
- Medical, Dental, and Vision Insurance
- Paid Time Off (PTO)
- Paid Holidays and Floating Holidays
- Flexible Work Arrangements and Remote Work Options
Summary:
Lumina Care is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected by law.
Job Type: Full-time
Pay: $115,000.00 - $130,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
Experience:
- Account management: 5 years (Required)
- Client success: 5 years (Required)
- Skilled nursing facility: 2 years (Required)
- Telehealth: 2 years (Preferred)
Work Location: Remote
