Training Coach

GoHealth Urgent Care - UCSF Health•St Louis, MO

13d

About The Position

The Training Coach partners with the learning and operations teams to create an effortless, personal, and connected onboarding and training experience. The role delivers the practical-skills phase of new-hire training through an organized, competency-based approach that helps new and existing team members develop the critical-thinking skills and competencies needed to perform their roles confidently. Learners may include new hires, team members transferring to a center or department, and team members needing additional support with new or existing learning experiences. The position also supports medical providers, radiologic technologists, and patients through patient-care management, organization, and communication. It assesses and validates team-member skills, provides hands-on training and follow-up, maintains training compliance records, and travels among assigned clinics in Chesterfield, Manchester, Kirkwood, and Des Peres, Missouri. When training is not needed, the Training Coach performs operational and patient-care duties, including registration, room preparation, vital signs, point-of-care testing, supply management, and equipment documentation. The schedule must be flexible and may include evenings and weekends.

Requirements

High school diploma or equivalent required.
Computerized Provider Order Entry (CPOE) certification for order entry is required within two weeks of the start date and must remain active in lieu of Medical Assistant certification within the first 15 months of hire.
Basic Life Support (BLS) certification required at time of hire.
Training or related experience required.
Proficient use and understanding of medical terminology.
Clinical skills in point-of-care testing, vital-sign intake, and clinical laboratory procedures.
Proficiency with Microsoft Office programs, including Word, Excel, PowerPoint, and Outlook.
Excellent verbal and written communication, presentation, and organizational skills.
Ability to work a flexible schedule that includes evenings and weekends.
Willingness to travel and float among clinics in Chesterfield, Manchester, Kirkwood, and Des Peres, Missouri.
Demonstrated flexibility, interpersonal skills, oral communication, problem solving, self-management, technical competence, writing, customer service, teamwork and collaboration, relationship management, and organization.
Demonstrates ethical and professional conduct, accountability, initiative, and respect for colleagues, patients, partners, and vendors.

Nice To Haves

Graduation from a Medical Assistant program.
At least one year of Medical Assistant experience under a licensed healthcare supervisor within the last three years for Medical Assistant program graduates.
For Medical Assistant program graduates, Medical Assistant experience; alternatively, at least two years of experience within the last three years under a licensed healthcare supervisor in lieu of a Medical Assistant program.
Urgent care experience.
One of the following certifications preferred at hire: ARMA (American Registry of Medical Assistants); CCMA (Certified Clinical Medical Assistant, verified through NHA); CMA (Certified Medical Assistant, verified through AAMA); RMA (Registered Medical Assistant, verified through AMT or AAH); NCMA (National Certified Medical Assistant, verified through NCCT); NRCMA (Nationally Registered Certified Medical Assistant, verified through the National Association for Health Professionals); graduation from an accredited school of nursing or LPN or RN; EMT (verified through the National Registry of Emergency Medical Technicians); or CNA (Certified Nursing Assistant).

Responsibilities

Teach and evaluate team members’ technical skills using pre-approved methods and procedures.
Conduct orientation for the center, department, or organization, covering predetermined learning items.
Train team members to reach the required competency level for their specific jobs.
Host Learning Coach Workshops as needed and serve as backup to Training Specialists, including completing classroom-based training and Airtable compliance documentation.
Provide 40 to 80 hours of dedicated training time for up to six assigned team members, meeting company learning standards.
Maintain a flexible schedule to accommodate new hires with challenging schedules, including per-diem and temporary team members.
Provide in-center coaching on assigned core competencies and hands-on market-specific training, including new-hire training, check-ins, process updates, clinical refreshers, registration updates, and annual competencies.
Validate team-member competence and provide timely performance feedback, escalating issues when necessary.
Collaborate with Training Specialists and learning leaders on training quality improvements and market training needs.
Maintain Airtable compliance by completing and uploading Core Competency Checklists and submitting competency evaluations through digital forms.
Conduct 30-, 60-, and 90-day check-ins to assess training needs and comfort levels.
Track assigned Core Competency Checklist items and submit the completion form for new team members.
Travel to assigned sites, generally near the home locations of new hires, and support training coaches in other markets nationally as needed.
Attend mandatory operations and learning meetings on behalf of a Training Specialist when that person is absent.
Perform operational duties when training is not needed, including patient registration, collecting paperwork and insurance information, verifying eligibility, processing co-pays, and scheduling appointments.
Coordinate provider referrals, answer patient questions, communicate patient status, and inform technical staff about patient flow.
Prepare patients for examinations by confirming information and visit purpose and recording medical histories.
Take and document vital signs, escalate critical cases to a provider, and conduct point-of-care tests as needed.
Stock supplies, maintain exam rooms and reception areas, monitor supply inventory and expiration dates, and complete order sheets.
Maintain medical records and scan charts into patient files; answer phones and sort incoming and outgoing mail.
Conduct patient courtesy follow-up calls.
Perform and document equipment controls and calibration, maintain quality assurance and quality control logs, troubleshoot breakdowns, perform preventive maintenance, and submit repair tickets as needed.
Perform other patient-care responsibilities described in the Medical Assistant Guideline document and other duties as assigned.