Lead Care Coordinator Trainer / Advisor

Pacific Health Group•Chico, CA

65d•$29 - $32•Hybrid

About The Position

The Lead Care Manager (LCM) Trainer / Advisor is responsible for the comprehensive onboarding, training, mentorship, and field development of newly hired Lead Care Managers within PHG’s ECM program. This role serves as the operational and clinical training bridge between new hire orientation and independent field readiness. The LCM Trainer ensures all newly hired staff are fully trained in ECM workflows, CalAIM requirements, documentation standards, member engagement strategies, systems navigation, community-based care coordination, and PHG customer service expectations. The Trainer plays a critical role in shaping department culture, reinforcing accountability, and ensuring consistency in member experience across the organization. This position requires strong leadership, operational knowledge, field coaching ability, and a deep understanding of whole-person care.

Requirements

Valid California Driver’s License and active auto insurance meeting CA requirements
Reliable personal vehicle for daily work use
Successful completion of background check (including MVR)
Must be able to travel up to 30-50% within the county to conduct in person visits
Must successfully complete a Testlify skills assessment
Must have a reliable working laptop for the first 21 days of employment (personal equipment stipend) until company issues laptop is received
Must have effective Time Management skills
Must have internet speed of - 300+ mbps download and 25+mbps upload
Must be proficient in technology, including documentation systems, case management platforms, and communication tools
Experience in Enhanced Care Management (ECM), case management, care coordination, behavioral health, social services, or related healthcare field preferred.
Strong knowledge of CalAIM ECM program requirements and community-based care coordination.
Strong understanding of documentation standards and compliance expectations.
Excellent communication, coaching, organizational, and interpersonal skills.
Ability to lead both classroom-style and field-based training.
Comfortable working in community settings and supporting field staff directly.
Proficiency with electronic documentation systems and operational platforms.

Nice To Haves

3–5 years in case management, social services, or healthcare (preferred)
Experience with: Medi-Cal, CalAIM, or Enhanced Care Management (preferred)
Working experience of healthcare systems and community resources is a plus
Excellent communication, organization, and time management skills
Proficiency with documentation systems and technology
Ability to effectively communicate both written and verbally
Prior leadership, mentorship, training, or supervisory experience strongly preferred.

Responsibilities

Lead full onboarding and orientation for newly hired Lead Care Managers.
Train staff on PHG workflows, departmental expectations, and ECM program operations.
Educate staff on CalAIM ECM requirements, member eligibility categories, and care coordination standards.
Train staff on comprehensive assessments, care plan development, documentation standards, case management workflows, outreach expectations, community resource navigation, behavioral health coordination, motivational interviewing, trauma-informed care, crisis escalation protocols, and member engagement strategies.
Ensure new hires are proficient in all required systems and platforms, including TheraPlatform, Salesmate, Monday.com, RingCentral, health plan portals, and internal tracking tools.
Provide workflow demonstrations, mock scenarios, role-play exercises, and hands-on practice sessions.
Ensure new hires understand PHG expectations surrounding professionalism, communication, productivity, and member experience.
Conduct ride-alongs, shadow visits, and observational coaching during member interactions.
Train LCMs on home visit etiquette, safety protocols, rapport-building techniques, real-time care coordination, and community-based outreach.
Model effective communication and problem-solving strategies during difficult member interactions.
Provide live coaching and corrective feedback in both field and remote settings.
Support staff in developing confidence managing high-acuity or high-barrier members.
Train staff on billable vs. non-billable activities, appropriate note types, care coordination documentation, and timeliness standards.
Identify documentation trends or recurring deficiencies and provide retraining as needed.
Support new hires throughout their first 90 days and transition to independent caseload management.
Monitor training progress, competency milestones, and operational readiness.
Create individualized coaching plans when performance gaps are identified.
Reinforce accountability regarding productivity expectations, outreach consistency, member engagement, scheduling practices, and documentation completion.
Coach staff on time management, organization, prioritization, and caseload balancing.
Promote a culture of continuous learning, accountability, and professionalism.
Reinforce PHG’s commitment to exceptional member experience and compassionate care.
Train staff on de-escalation techniques, active listening, professional communication, phone etiquette, conflict resolution, and cultural sensitivity.
Ensure member interactions remain respectful, solution-focused, and person-centered.
Monitor trends in member complaints, grievances, or service concerns and assist with targeted retraining initiatives.
Partner with ECM leadership, QA, and Learning & Development teams to improve onboarding workflows and training materials.
Assist in developing SOPs, training manuals, workflow guides, scripts, resource tools, and department reference materials.
Provide operational feedback and recommendations based on field observations and training outcomes.
Help maintain consistency across ECM regions, teams, and workflows.