Adherence Coach (Open to Puerto Rican Residents Only)

About Scene Health Scene’s 360° model of care enhances the gold standard of medication adherence, Directly Observed Therapy. Combining personalized video coaching, education, and motivational content, we bring healthcare professionals, patients, and their families together to solve the $500B medication non-adherence problem. Our mobile app allows patients to connect with a care team of pharmacists, nurses, and health coaches through daily video check-ins, anytime and anywhere. We make it fun for patients to stay on top of their medications, help them address medication challenges, and empower them to improve their health by addressing barriers to adherence related to social determinants of health. Adherence Coach Job Overview As an Adherence Coach, you play a key role in delivering video-based patient engagement and medication adherence support as part of Scene’s digital care model. Acting as an extension of the clinical nursing team, you serve as a patient connector and support partner who engages patients through asynchronous video interactions, personalized video feedback, and digital messaging to reinforce consistent medication-taking behaviors and support positive health outcomes. In this role, you will review patient medication videos submitted through Scene’s proprietary adherence platform and respond with motivational, supportive video-based coaching to guide patients through their treatment journey. You will help patients overcome barriers related to medication adherence and social determinants of health while connecting them to appropriate resources and services. Your goal is to build trust and accountability through engaging video communication, encourage ongoing program participation, and empower patients to take an active role in managing their health. The ideal candidate is highly detail-oriented, metrics-driven, adaptable in a fast-moving environment, and comfortable communicating through video-first digital health tools. This is a high-accountability role requiring strong communication skills, an outgoing personality, and comfort working toward measurable performance targets. This is a full-time role with day and late-day shifts. Anticipated shifts include: 8:00 AM - 4:00 PM, 9:00 AM - 5:00 PM, 10:00 AM - 6:00 PM, or 11:00 AM - 7:00 PM EST *Estimated to have at least one Saturday shift per month. Key Responsibilities 1. Video-Based Patient Engagement & Adherence Support Review assigned asynchronous patient medication videos within established turnaround times and document adherence accurately per program protocol. Confirm proper oral medication ingestion and identify barriers to adherence Deliver personalized video feedback and coaching to reinforce correct medication-taking behaviors and provide encouragement. Use video messaging, phone, and SMS to support ongoing patient engagement and adherence. Conduct proactive outreach to patients who miss submissions or show declining adherence. Support re-engagement efforts for patients at risk of attrition. Maintain professional, video-forward, high-quality digital communication aligned with engagement standards. 2. Care Coordination & Support Serve as a frontline support partner to the RN team to ensure timely patient follow-up and connection to appropriate services. Reinforce adherence to care plans and medication schedules through video-based education and digital coaching. Facilitate appointment adherence by reinforcing the importance of physician visits and identifying barriers to attendance. Screen for and document social determinants of health (e.g., transportation, housing instability, food insecurity, financial barriers). Provide approved community and program resources to address identified social needs. Reinforce clinical care plans established by licensed staff (without modifying plans). 3. Escalation & Clinical Partnership Promptly escalate medication questions, side effects, safety concerns, or health issues to nursing staff per protocol. Identify behavioral, social, or adherence risks and escalate as appropriate. Support safe care delivery by maintaining strict adherence to the scope of practice. 4. Technical & Operational Support Assist patients with basic troubleshooting for the mobile application, the adherence platform, and program information. Maintain accurate, compliant documentation of all patient interactions. Meet quality, compliance, and performance standards for review accuracy and video-based patient engagement metrics. Participate in quality audits, team meetings, and ongoing professional development. Contribute feedback to improve video engagement strategies, patient experience, and adherence workflows. Required Qualifications 3–5 years of experience in healthcare engagement, care coordination, adherence support, or similar role. Experience interacting directly with patients in healthcare settings. Strong written and verbal communication skills. Exceptional attention to detail. Comfort reviewing patient-submitted video content. Ability to work independently in a remote environment. Proficiency with CRM systems and mobile applications. Strong time management skills in a queue-based workflow. Preferred Qualifications Background as a medical assistant, pharmacy technician, community health worker, certified health coach, or directly observed therapy worker. Experience in digital health or remote patient monitoring. Experience working with Medicaid or underserved populations. Bilingual (Spanish preferred) Familiarity with motivational interviewing principles. Key Metrics Minimum of 80 videos reviewed per 8-hour shift >80% of engagement via video Exceed engagement standards via quality checks Meet the quarterly departmental goal for patient retention 100% of escalations meet protocol standards Scope of Practice This role does not provide medical advice, modify care plans, or make clinical decisions. All clinical questions, medication adjustments, and health concerns must be escalated to licensed pharmacists or nursing staff per protocol. Benefits & Perks Competitive salary and benefits package Work remotely while making a tangible impact on patients' lives Be part of an innovative healthcare solution addressing a $500B medication adherence challenge Collaborate with passionate professionals across healthcare, technology, and public health sectors Professional development and growth opportunities within a rapidly scaling company The biggest perk is that you will be working on a game-changing solution in healthcare with people who are talented, motivated, and passionate. Scene has impacted thousands of lives to date, but you will be integral in scaling that impact. If you are a compassionate, tech-savvy nurse with a passion for patient engagement and medication adherence, we want to hear from you! Apply today to join us in transforming healthcare and empowering patients toward better health outcomes. **Candidates must reside in Puerto Rico and maintain Puerto Rico residency throughout employment. Must be legally authorized to work in Puerto Rico/United States without employer sponsorship; visa sponsorship is not available for this position. We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We believe in reflecting the diversity of our customers and their patients in our team. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Scene is proud to be an equal-opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental ability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws. ______ Descripción General del Puesto Como Adherence Coach (Coach de Adherencia), desempeñarás un papel clave en brindar apoyo a los pacientes mediante interacciones por video y en promover la adherencia a los medicamentos como parte del modelo de atención digital de Scene. Como extensión del equipo clínico de enfermería, servirás como enlace y recurso de apoyo para los pacientes, interactuando con ellos a través de videos asincrónicos, respuestas personalizadas en video y mensajes digitales para reforzar hábitos consistentes en la toma de medicamentos y contribuir a resultados positivos de salud. En este puesto, revisarás los videos de los pacientes tomando sus medicamentos, enviados a través de la plataforma de adherencia de Scene, y responderás mediante videos personalizados que brinden motivación, orientación y apoyo durante su tratamiento. Ayudarás a los pacientes a superar barreras relacionadas con la adherencia a sus medicamentos y con los determinantes sociales de la salud, conectándolos con los recursos y servicios apropiados. Tu objetivo será desarrollar una relación de confianza y responsabilidad con los pacientes mediante una comunicación dinámica y efectiva por video, fomentar su participación continua en el programa y empoderarlos para que asuman un papel activo en el manejo de su salud. La persona ideal para este puesto presta gran atención a los detalles, se siente cómoda trabajando con métricas y objetivos medibles, se adapta fácilmente a un entorno de trabajo dinámico y se comunica con confianza utilizando herramientas digitales de salud donde el video es el principal medio de interacción. Este es un puesto con un alto nivel de responsabilidad que requiere excelentes destrezas de comunicación, una personalidad extrovertida y comodidad trabajando para alcanzar objetivos de desempeño medibles. Este es un puesto a tiempo completo con turnos durante el día y al final de la tarde. Los turnos previstos incluyen: 8:00 a. m. – 4:00 p. m., 9:00 a. m. – 5:00 p. m., 10:00 a. m. – 6:00 p. m. y 11:00 a. m. – 7:00 p. m., hora del Este (EST). Se estima que el puesto requerirá trabajar al menos un sábado al mes. Responsabilidades Principales 1. Interacción con Pacientes por Video y Apoyo con la Adherencia Revisar los videos asincrónicos asignados en los que los pacientes toman sus medicamentos, dentro de los tiempos establecidos, y documentar con precisión la adherencia de acuerdo con los protocolos del programa. Confirmar la administración correcta de medicamentos orales e identificar posibles barreras para la adherencia. Proporcionar respuestas y orientación personalizadas por video para reforzar la toma correcta y consistente de los medicamentos, además de brindar motivación y apoyo. Utilizar mensajes por video, llamadas telefónicas y SMS para fomentar la participación continua del paciente y la adherencia a sus medicamentos. Realizar acercamientos proactivos a pacientes que no envíen sus videos o que muestren una disminución en su adherencia. Apoyar los esfuerzos para volver a involucrar a pacientes que estén en riesgo de abandonar el programa. Mantener una comunicación digital profesional, de alta calidad y centrada en el uso de video, de acuerdo con los estándares de interacción establecidos. 2. Coordinación de Atención y Apoyo Servir como recurso de apoyo de primera línea para el equipo de enfermería (RN), asegurando el seguimiento oportuno de los pacientes y su conexión con los servicios apropiados. Reforzar la adherencia a los planes de cuidado y horarios de medicamentos mediante educación por video y orientación digital. Promover la asistencia a citas médicas, reforzando la importancia de las visitas al médico e identificando posibles barreras que dificulten la asistencia. Identificar y documentar determinantes sociales de la salud, como dificultades de transportación, inestabilidad de vivienda, inseguridad alimentaria o barreras económicas. Proporcionar recursos comunitarios y del programa previamente aprobados para atender las necesidades sociales identif…